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I had an appt. with someone to meet me on Friday and they never showed up.

Thank you for taking a minute to read this. My name is Patrick Vaughn.

My family recently purchased a pool from Anthony Sylvan.

We live in Northern Virginia. The local office here is in Ashburn Va. I want to pass along some updates on how our experience has been up to this point.

My wife and I met with Mr. Mustacchio in the middle part of August of this year 2019.

Mr. Mustacchio is a consummate professional. He was very informative and clearly is a subject matter expert when it comes to the pool business. Mr.

Mustacchio was honest and direct with all of our questions and concerns. After some consideration we decided to enter into a contract and begin what has become a blind adventure with little to no coordination or communication.

After signing the contract we were introduced to Mr. Brian Nobling. Together Mr.

Mustacchio and Mr. Nobling agreed that the pool could be done in 6 weeks. However with the weather being an unknown they both agreed 8 weeks was more realistic. This was on August 16th.

During this meeting we learned about the construction scheduler Mr. Woody. It was my understanding that he would work with Mr. Nobling and schedule work and communicate that information back to us.

Unfortunately that is not how it works. After a week of hearing nothing I reached out to see where we were as far as excavation. Long story short the pool was not dug until September 5th. (3weeks later).

At the time we signed there were crews "Standing bye". Also we were in a drought so there was no rain to hold us up either . After hearing nothing further I again reached out for info. After no reply from anyone I went to M.

Mustacchio and he was able to somehow get the wire installed a week later. Things looked good as the plumber showed up out of the blue 2 days later. That's where it seemed to stop.

I waited a week after the 5th of September to reach out again after hearing nothing. I was able to complain enough to finally get the gunite shot the following week.

(2weeks later no rain). After another week of no communication I sent an admittedly snide e-mail wondering why no one would talk to me about status, schedule or things like that. Keep in mind I have to schedule my fence and work a landscaper in. unfortunately the landscaper is now put off until the spring.

On October 7th the Electrician came.

He did not finish. I am still concerned about getting that part complete. I looked them up on line and it appears they are closed? The PM has assured me that they will complete the work.

So now we are at October 30th and I am still waiting on concrete. I don't even try to talk to the PM anymore. I was told concrete would be either Monday, 28th; Tuesday, 29th; or today the 30th. I have now been told, because it rained last Sunday they can't come until Saturday 11/2.

I still have to put my fence up before plaster.

The first freeze is in this week's forecast. I have some concerns about a drain pipe that has been installed that seems to have created a sink hole. I know people spend large amounts of money on these things. My family has paid 60k so far and we just want the work done.

Heck we have even tried to add some things but can't seem to give money away. I am very concerned that this mess (my yard) will continue to be this way into the spring. I can't get a straight answer about that and I have certainly asked. I also have seen where the PM has completed other pools during what I believe is this same time for his own side business.

This is on Face Book so, honestly I have few details.

Either way it is not a good look.

Thank you for your time. I am sure the quality of the pool will be much better than the service.

Original review posted by user Sep 21, 2019

Anthony&Sylvan built this pool for us and immediately acknowledged the massive imperfections in the plaster. In fact, they immediately agreed to repair it.

That was three summers ago! Fast forward to last month when they said would finally be repairing it. What happens instead? They send out the man who did the faulty work who then shifts the blame on US!!

He says our chemicals are completely “out of whack”, but when we asked to see his test results, we find out he doesn’t have any!?! Not once, in three years, has a single A&S technician, nor anyone in the warranty or customer service departments, questioned our chemicals as having ANYTHING to do with our plaster issues. But now, out of nowhere, the man responsible for the faulty work gets to make accusations with literally zero backup? He also sent them a photo with mysterious marks on our pool step that don’t even exist claiming he removed staining!

I promptly sent over the “actual” image. My guess is that his non-existent test results will mean we’re stuck with this plaster, if not for life, for at least another long year.

Anthony&Sylvan is undoubtedly thrilled to have another reason for delay. Beyond shameful.

I have a beautiful pool, BUT Las Vegas has a non responsive warranty dept. The last issue I had to fix myself.

I paid $63,000 for our pool and I so hope I don't have a major issue.

Yelp has horrible reviews for Las Vegas. I have a crack a minor issue I just sent in an claim because they never responded to my last one from last month.

The excavator decided to raise our pool 6 inches from the plans A&S had which were also too high and we are now left with a pool that sits way above our back door but only about 12 feet away. Because of this our patio either required a step up from our back door or a slope. We went with the slope because the step would have limited our patio space . Our yard also required a lot of extra grading because of the height of the pool and it just looks bad.

About midway through our project I fired our project manager after he walked toward me shaking his finger at me and telling me how wrong I was about an issue that ended up being an error on the part of the crew.

Our emails, calls and texts go completely unanswered. Even wrote to Thatcher Butcher on Monday thinking we might get somewhere and have gotten no reply. Not even a quick note to say he is looking into our concerns.

We have asked others to come see the elevation of our pool and that gets ignored.

Our light keeps falling out and limits the area of the pool we can use while we wait for them to send someone to fix it, which has taken more than a week. Our pool was completed on August 9th.

We chose this company based on what we thought was a good reputation and instead couldn't be more disappointed. There have been so many other problems along the way. The customer service is just awful. The amount of money paid is absurd compared to the treatment we have received. I would NEVER recommend this company to anyone and everyone who comes over and asks about our crazy sloped patio gets to hear all about the awful work that was performed.

We agreed to a split renovation in August of 2018 and the coping and tile work was completed at the end of September. My wife contacted Matt Morrison on September 27th about an issue with the tile work and spillway on the dam wall. The tile work and grouting was uneven. The grout line on the dam wall expanded from 1/4 of an inch to 3/4 of an inch and the wall was not square. we received no response, so we contacted Corey Coughenour in October. Corey decided that it would be best addressed in the spring.

Before the crew came to resurface the pool, we asked if someone would be able to come out and address the issue with the dam wall. We were told that the crew would address the issue on the second day before the pool was resurfaced. When the crew arrived, I spoke to them about the issue, which they knew nothing about, so I asked them to contact the Corey. When we returned home from work, the pool had been resurfaced and the issue with the wall and tile had not been fixed. I called and spoke to Michelle and she asked me to send her pictures of the issue, so I did. She called back later and said they would send someone out to look at the problem.

After almost a month of constant phone calls an emails to try and get someone to come out to look at the issue, we finally were able to get an appointment for someone from Anthony and Sylvan to come out to our house on June 5th to look at the issues. My wife took the day off from work and spent a majority of the day working in the front and backyard and no one ever showed up. When she called Michelle, my wife was told that someone had been there and found no issues. When I asked what time or who had been to the house, no one could provide me with an answer, so I just figured that no one had ever showed up.

After three more weeks of phone calls and emails, Jack Niebuhr finally called and made an appointment to come to our house on June 25th. Jack filed a report and said that someone would be in touch shortly. That was three weeks ago, and no one with the company has called or emailed.

I have called or emailed eight different people at the company, including the general manager, the sales manager, the renovation construction manager, the construction manager, and the aftermarket construction experience manager, all of whom never responded or failed to respond in a timely manner.

In my 13 years as a homeowner, it's the worst customer service experience I've ever encountered. We've been fighting with them for ten months to make a repair that can be completed in less than an hour.

We chose this company because they gave a warranty for as long as we own the pool... Problem is, they do not honor their warranty.

They argue, they talk over you, and they try to worm their way out of their warranty. I would not recommend this company because of their dishonesty.