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.
Reason of review: Poor customer service.
Preferred solution: Deliver product or service ordered.
Anthony Sylvan Cons: Way my problem was handled, Poor communication, Poor customer service.