White Glove Pool Installation

Review: I purchased a variable speed energy efficient inground pool filter, pump, valve from Island Recreation 4/**/15 as an energy conservation measure. To comply with LIPA rebates, the entire system had to be installed by Island Recreation which was done on 5/*/15. The problem is the Hayward Variflo filter control valve. It remains in a frozen position. the pool was opened May **, 2015 and closed by a pool service on September *, 2015 ( 3 months). When my pool service closed the pool, he handed me the valve and said Return IT, it is not working. I went directly to Island Recreation in Commack. I was there nearly 1 hr, they attempted to take the valve apart, then tells me there is salt in it (I don't have a salt water pool) and refuses to replace it. I paid nearly $900 for the 3 items above. I have also been told by the pool service that they sold be a filter that was too small for the pool. they told me to contact the manufacturer, they would not help because they felt they would not be reimbursed by the company. Truthfully, they shouldn't be allowed to have a license. They are deceptive i.e. they had to installed this unit but never told me it came without a plug. I needed to call an electrician for $200 to install the plug. I spoke directly with the manager yesterday evening who didn't even give me his name. Store was empty yet it took 6 people to break the valve further and then hand it back to me. Terrible business, not truth worthy.Desired Settlement: It is a 3 mo old valve, never opened or used by me, never used with salt water, their installation, they should provide me with a replacement

Business

Response:

Tell us why here...the customer can pick up order 1[redacted]. it is for the requested HY SP710XR5 valve.it is in stock in our [redacted] location.Since this is what the customer requested we feel the matter is closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I bought a pool liner when it was promised and we went to pick it up it was not there. A second time we went and again it wasn't there, so they upgraded it to a nicer pool liner and we were very pleased with the company for doing this. We go to put the liner in and when we opened the box the way it was wrapped and taped it looked like it was used already and even had sand on the bottom and in the liner! While putting in the liner we noticed a tiny hole,I called to speak to someone Sunday as soon as I saw the hole and was told I had to take it back to the store. I was not wasting gas to find out that they didn't have another one. So the woman said she will have someone call me back later that day. I waited 3 hours later I called to be told they have to wait till the customers all leave. No phone call. Yesterday I am told it's Memorial Day and it is very busy and can't get a call back. I wish to know why I have gotten 3 different stories. I was also told by Jermal after I stated that your company has my money and now I can't get help, he had the nerve to tell me that customers who haven't bought anything aren't getting calls either. I would like to know why would they get a call? They haven't bought anything!I really am frustrated and feel I should be able to talk to the store directly!Talking to the corporate office is useless!! When I went in the store and bought the liner I waited over an hour because,the kid helping me said he would be right back when all I need was to be rung up, he forgot me and helped two other people. Just wanted to know if [redacted] had the liner and needed to get this liner as soon as possible.I have a load of company coming over this weekend for a kids party and they were expecting the pool. This morning I went out to find our pool was destroyed from the wind!They don't carry 16'x32' in store I was told. They don't have this size pool anymore closest is 33'x18' @ $2799 sale w/ free installation don't have that kind of moneyDesired Settlement: Our old pool is bent and twisted I want our pool replaced and installed. My husband works from 3:30AM sometimes till 7:30PM None of this would have happened if they would have given us a new liner, I found out earlier today that it was used as a floor sample I was told someone would call me back today and I am still waiting and they said they will have someone come repair it, maybe! I spoke to another pool company and they said where the pool is bent it will rust and may ruin new liner in 2yrs

Business

Response:

The [redacted] NY [redacted] has spoken to [redacted] and has offered a Free replacement liner as a courtesy.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: My pool is destroyed and there is no way to put a liner in a pool that is only half standing and twisted and bent. I have tried to post a picture of how twisted it is, but I keep getting an error. On Sunday I told them this was going to happen, but they don't carry this liner in the store. I really wish to speak to [redacted]. I use to own my own business and I know he would resolve this. I am disabled and unable to try and fix this pool by myself. I was also told that even if we can get the pool itself bent back in place where it is creased it will rust and rot the liner in 1-2 years. This came from another pool company I called yesterday and another today told me the same thing. Please let them know I am not going away. This is no way to run a company and to be told no one knows how to get a hold of the owner makes me wonder what they are hiding!!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] is responsible to secure her structure when replacing or performing her own installation work like any professional installer. The pool can only collapse if it is not installed properly or not re-assembled properly. [redacted] has provided photos of the pool missing the topledges etc... [redacted] has been dealing with the [redacted] of our [redacted] location [redacted] whom has offered a $400 price break off a replacement pool as a courtesy for her issues and a free replacement liner.

Review: I had purchased a Swimming pool pump from Island Recreational (herein referred to as 'company') on 8/*/2013. The contract was that they will install the pump during the spring of 2014. The whole amount for the pump was paid and I have all the receipts. I was the person dealing with the pump sale.As per the receipt, I will get an email one day prior to the installation of the pump. I did not get an email. I was out of the country from Apr ** until May [redacted]. On around Apr ** a person with the pump came to my house and asked my wife about the installation. She had no idea of this and told them that she will ask me to contact them once I am back.Our pool has not been open and our pool contractor opened it this Sunday (5/**/14). After that I called Island Recreational and I was informed that they have cancelled my order and the money was refunded. When I asked them, who gave them the authority to cancel my order, they read me the employee's notes stating- the customer rejected the pump and so it was cancelled.Currently my pool is open but I do not have a pump to use it and so it is building dirt and algae. In any other circumstance, this will not happen but as these pumps are in great demand now, the company possibly gave my pump to someone else. I want the company to supply me with the same pump that I have ordered and install it as per the contractual terms defined in the purchase agreement.I never received an email notification as has been mentioned in my purchase agreement either. I request Revdex.com to help me out of this crisis.Thanks YouDesired Settlement: Fulfill the contractual agreement as mentioned in the purchase agreement.

Consumer

Response:

MY PROBLEM HAS BEEN RESOLVED.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: on may * 2015 we paid island rec 130.34 to come to our home and find a leak in our pool. they never said and it is not written anywhere that all they do is find the leak and that we have to get someone to fix it.......why would I pay someone to find a leak and not repair it?? this is a pool company. a couple years ago we had a leak in our pool and they came and found the leak and repaired it. when we asked the repair person why he isn't fixing the leak he advised us that he is the only one doing the job and there is not enough time to locate the leak and fix it.Today I had to call a leak company to come and fix my leak....in addition to paying island rec $130.34 I had to pay someone else to locate the leak and fix it $170. I feel that island rec customer service is horrible along with the sales person that sold the leak find to us not notifying us that they only locate the leak not fix it. I feel like I was gyped out of my money and paid for a service I didn't get.Desired Settlement: I feel that island rec should refund us our $130.34 because they did not do the service and we were not notified that they don't do the repair and we are out the money. We paid them for nothing. they put blue tape on the rim of the pool where the leaks were - but like I wrote above we had to get another company to do the leak finding and repair.

Business

Response:

The consumer Paid and has a receipt for a Leak Check service to determine where the leak was in his pool. [redacted] did not pay us for a Find and Fix service which is $219.99 plus tax. to determine where a leak is and patch up to 5 leaking areas. We performed the service on 6/*/15 as scheduled by [redacted] and [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] we were never advised that any additional money was required to fix the leaks. why would we paid a company $130.34 just to find leaks and then have to pay someone else to fix them. when the leak finder came to our home we asked why he didn't fix the leaks and his answer was he is the only person doing the job and they don't fix leaks anymore. he never said it will cost additional money to fix the leaks because we would have paid the additional money rather than having to call another company to find and fix the leaks.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Attached is the actual paperwork from purchase it explains in detail about the "Leak Trac 2200" service and even states in bullet# 6 that is you not planning to be home during this procedure our technicians will mark your pool ledge. We do not provide any patching nor mention patching since it is not part of the service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I faxe4d over a copy of the receipt that I was given. no where does it state that they won't fix the leaks. am I to ASSUME that I bought a leak finder and not expect it to be fixed. what game are they playing. no wonder they can't keep their help. even the pool people that closed our pool didn't know what they were doing and my husband had to help them. but that is not the issue./ my issue that no where was I told that they wioll not be fixing the leaks.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,