Island Recreational

[redacted] made a purchase of a filtration system on 3/**/15 and scheduled a installation for 4/**/15. [redacted]'s banking institution had place a double hold on the transaction for the full amount. We explained to [redacted] it is the bank placing the hold and it takes 72 business hours for a...

hold to come off of his account. In the interim [redacted] filed complaints that we intentionally took double funds from his account. Nevertheless as explained the hold came off of his account in the 72 hour period. Our receipt explained our right to refuse service as a business. We in the interest of good customer service explained that since the order was already placed we would go ahead and complete the installation for the accessory equipment purchased. [redacted] upon picking up of the equipment decided that he want to replace the lining for the structure. We explained to [redacted] that we would install the equipment purchased but do not want to install a liner as well and was not initially contracted to purchase a liner. [redacted] requested a refund for all of the equipment purchased because we would not take on the additional items of purchase as we did not want any further issues nor any discrepancy with his bank again holding the funds twice. [redacted] at that time discontinued his order with us and has received a refund. We at this time had tried to work with [redacted] but did not want to take on any additional workmanship beyond what was originally contracted.

Tell us why here...The check is issued by [redacted] NOT Island recreational.Since you have mailed your rebate application in to [redacted] it is in their hands.

Revdex.com:
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 would like the Revdex.com to know in response to these accusations my husband and I are absolutely appalled and deny all of Island Recreational's allegations. In fact it has come to our attention that a neighboring business owner as well as a family friend who tried to help rectify the situation may have stated what my husband profession is. I find it not only disgusting but completely unprofessional that Island Recreational would take such information and use it against my husband. How dare they.. My husband risks his life every day to protect the the people of New York from dangerous convicted criminals and this is how he is treated? In fact, in Massapequa, where Island Recreational resides a fellow neighbor and [redacted] officer just lost his life protecting the streets from these very criminals. Clearly I see where Island Recreational stands when it comes to law enforcement. When I asked the Revdex.com for help I never thought it would get this far. All my husband and I wanted was to have our pool filter installed as well as to be somewhat compensated for the multiple discrepancies that we underwent. If putting a filter together and leaving it in the shed is considered installation then so be it. Maybe this is why Island Recreational has the reputation it does. I only wish we knew that prior to purchasing from them. It's sad that they had to lose yet another customer. I wish Island Recreational the best of luck in their future endeavors, as they will need it. [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have left 3 messages at both numbers provided in the complaint trying to arrange a service call to look at the unit in question to no avail. We have called and left messages on 5/**/2015, 5/**/2015, and 5/**/2015. We are awaiting an reply from the consumer to discuss the referenced complaint.

[redacted] purchased a cash and carry swimming pool from the [redacted] NY Location. Installation was not paid to Island. [redacted] privately paid an individual to install the swimming pool. [redacted] contacted us and explained that the liner was too short for the swimming pool. The [redacted]...

explained he can do a warranty replacement but needed the physical liner to ensure it is indeed the incorrect measure ment. Secondly the liner would be provided to the manufacturer as proof of an error in their workmanship in creating the liner. [redacted] did not pay Island Recreational for any installation services. [redacted] was simply told if he felt the liner was too short for the swimming pool to Bring it back to the store for inspection. Once measured and found incorrect the store would provide a replacement liner. We are waiting for [redacted] to return the liner in question so as to have it replaced but we need to see and measure the liner to ensure it is incorrect and not an installation error from whomever [redacted] paid direct to install the swimming pool and liner.

Revdex.com:
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 promised by the [redacted] at Massapequa that the [redacted] at Medford would call us within a few minutes. After 5 hours, we had to call the call center and they said they would put in a call to the medford [redacted]. 2 hours later, still no answer. We called back at 7:00 and finally got a call back. We spoke with a very nice customer service [redacted] who said we could come see him and he would help us out. As far as being offered the $20 gift certificate, we declined it because we NEVER want to do business with this company again. My husband picked up a brand new pump yesterday and tried to reinstall it himself (which I think is ridiculous because they installed a broken bump. Why can't they come back and re-install a new one? We were told that we were entitled to only one installation, even if the first one was broken). The new pump isn't working either. He has taken so much of his time trying to get this to work and still nothing. We are so aggravated over this whole experience.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The liner has been changed, the same liner that was purchased.  The ladder assembly is not included and it is stated in the paperwork.  I understand that the salesperson did not say we do not install, but it was not said that we do.  The paperwork that is signed in the store that we do not include the filter hookup or the ladder assembly.  once again, WE DO NOT INSTALL LADDERS due to safety issues.  Every pool that is sold, the consumer must put the ladder together. I sympathize with the situation but we are unable to install a ladder. This is company policy and can not be changed.

The liner warranty will be entered in this week, we will contact you with the warranty # once it is in the system.

[redacted] / [redacted] was told as of June [redacted] that [redacted] was reducing the cost of the service to $200 and we would issue a $200.00 Gift certificate to offset the cost but we do not arrange service on [redacted] behalf as we do not keep [redacted] schedule nor the consumers schedule. **. /[redacted] has to contact [redacted] Direct to arrange the service call as they can sync their schedules. [redacted] can be reached at ###-###-####.

Revdex.com:
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]
 Management was very nasty to me, I have had too many issues with this pool since day one.  Both the pool and pump which I didn't order were sold to me and it wasn't till the day pool was up that I realized this, they gave me a cheaper pool and pump, I argued with them.since day 1 to take pool down for a full refund.  I have not enjoyed this pool since day one and still 3 seasons later am having problems with it.  In order to satisfy me I need a new pump which I can get parts for... as for the piece I need, they rudely told me I must purchase the part myself.  I am also writing to the owner of the company, and the full story of what has happened to me is now on 12 different websites, and am currently working with [redacted] and [redacted] to publish my story.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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:
 
The pool has been up for a month now. It is November and I can not play the games of Island Recreational and pay to have this liner taken down then drive it to [redacted] to have it measured. It has taken 2 weeks for some some to call me back when they say they will call back in 48 hours. Which I am still waiting for that call which is 116 hours late and counting. The pool can not be up without the liner. Island Recreational knows this plus the winds are picking up. Island Recreational sells me a 15 foot liner for a 21 foot round pool, which has caused damage to the wall, pay to put it up, then pay to have it taken down to bring to them. Then wait for God knows how long to admit they were wrong (something they never do) and give me the correct liner ,then pay again to have it put back up. If Island Recreational would have giving me the correct liner that I paid for all of this would not have happened. Have Island Recreational send their company over to look at it. If they say its the correct liner I will pay them to fix it. If it is the wrong liner then they should put the new liner in free of charge. An independent company EC Pools in Long Beach came in 11/**/14 and said it was the wrong liner.The photo show the liner is 8 inches up the wall from where it should be at the base of the wall/floor. Picture 2 is the 9 inches of liner over the outside of the wall. So even if you let it down 8 inches you are still 11 short of what you need for the overhang. Not to mention the liner is a good 4 inches away from the wall. I am not asking for much. Just send someone to look at it. Why is the costumer the one paying 3 times to put the liner up. I have been waiting 3 weeks for someone to show up. And thats when I said on Oct [redacted] I would pay them to come fix it. So I am supposed to feel confident that they will measure it and give me a new one right away for free? Just fix your mistakes. Be accountable. Admit you sold the wrong liner. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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:

I reviewed all of MY PAPERWORK I can not find an exclusion of the ladder in the install description.  It is true that it is not included in writing either.  The truth of the matter is the company's agent Gwen (sales woman who also represents herself as a manager) implied that it was.  When she said the steps, they are not a ladder, needed to be removed in the winter we explained that we could not do that with our physical limations.  She NEVER said they we would need to build them and install them.  She omitted that because she knew we would NOT buy the pool and she wanted the sale. Several times the company's agents have verbally stated they would make an exception but never follow through.  They cite liability but expect a customer with no construction experience to build and install something they are AFRAID TOO, risking injury to the people who use the steps.  That is just simply absurd!In addition the installer never set up the equipment or explained how to use it.  I was told by the company that they don't do that.  I was shocked as again they just wash their hands of the products they sold the customer.  Their position is go to the store with questions.  Prior to the liner splitting I signed up for and paid for a pool orientation at a cost of $100.00+tax paid in advance.  The liner split so the orientation was CANCELLED and not performed.  My credit card was not credited and the charge was $118.40 more than the agreed upon amount.  I have in my possession Schedule H signed by the company's installer, represented as an employee, that states the technician will explain the equipment.  Since this is the orientation I should have been given that as part of the install.  The company's position is that I never should have been given that form it was a mistake by the company.  Either way I am due a credit of $118.40 to my credit card. Everyone I know who owns a pool has stated that the equipment and an explanation of how to work it was part of their install.Since it is now July and we have been unable to use a pool which was paid for in full in April we made other arrangements to get the steps assembled and installed, explain how to work the equipment, and maintain the pool.  It is obvious that Island Recreational is not the company we thought it was and is in fact the company LET THE BUYER BEWARE was written about! Once the credit is issued to my card I will withdraw this compliant.  We will also never purchase another item from them.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The FREE leak check was performed on 7/**/15.  The hole in the liner is underneath the step, there is no mat protecting the liner from damage done by the step. The sand base has nothing to do with a hole in the liner. If we were notified of the divots in the pool liner from the beginning, we...

would have come out to re-trowel the floor. The divot did not cause the hole, the ladder/step made the hole in the liner.

Revdex.com:
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]
First and foremost, both the credit card company and myself were unable to get a response from the company, yet they claim both of us failed to contact them?  I find this very odd.  Second, the installer told my wife "I am trying to get it to work", why if the o-ring is missing as they claim was it working properly before they touched it and finally, to this date the company aware of my complaint has never offered to come to my house to inspect the work or identify the problem.  I paid for "white glove installation" if in fact they are reputable, would a pool installation company not have a supply of o-rings?  The installer never spoke to my wife upon "completion" he simply ran as fast as he could.  The fact that they did not have my wife or me sign the completed work order speaks volumes to the fact they did not do satisfactory work.  I am not trying to get this equipment for free I am simply trying to get it installed correctly I would think someone from the company would contact me with something other than please take a picture of the alleged damage. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
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:

I did receive two phone calls, one was a few weeks ago and one at 845pm on 5/**. On the first phone call which was when Original complaint was filed I was told that the problem would be resolved and I would get a call back to schedule repair. Never got the call back and when I called I was told that I had to speak yo [redacted] and he is not in today. After three atempts to no avail, I decided to hire someone else to fix issue as it needed imediate attention or it would cost me far more later If not resolved.  I did explain this to Island Recreational before complaint was made and was told it was not their problem.  After complaint they call and ask to set up an appointment,  but never do so. I did call back yesterday and was told once again that [redacted] wasn't in to try again tomorrow. If they truly had intentions of resolving this issue the appointment would have been made on the first phone call over a month ago.  Why I had to wait on a call back for appointment is questionable. Anyways at this point I spent $175. to get it fixed and Island Recreational has lost a long time customer of over 10 years.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Tell us why here...We will provide [redacted] with a 100.00 Gift Card to setlle the matter

Once again the [redacted] / [redacted] which the purchase was made under has been explained the liner is covered for seam defects only. Upon a paid liner inspection there was no leak determined in 2014. At this time as a courtesy the best offer I can make is 75% off a replacement liner not to include nor cover labor or installation cost.

We apologize for the behavior of our store and for the way [redacted] was treated.    We strive to handle each customer with the best customer service, clearly we failed this time.   I would like to extend  my apologies to [redacted].  I have entered in a $200 store credit...

to be used in the store on ANYTHING.  The credit # is [redacted] and is under the account phone # of ###-###-####.   Once again, I offer my apologies and hope that we can better serve you in the future.  If there are any issues, at any time, please do not hesitate to contact me.   Thank you Chris

Review: Island recreational installed a complete pool package in June of 2011 that cost almost $4,400.

I called them twice within the same season due to a slight leak in the pool. Island rec told me both times that there were no leaks, blaming the loss of water due to evaporation.

The 2013 winter damaged my cover due to the leak accelerating, and in 2014 I had to purchase a new winter cover Again from Island recreational.

I hired a private company in 2014 to check my pool, for leaks, which determined the pool liner needed to be patched near the seem near corner center section. The leak slowed quite a bit, but water loss was still slight. The private company was called back again, with nothing found. The winter of 2015 I purchased a new liner that includied installation this season. When I drained the water and removed the liner, I found rusting of the wall in sevral spots, one of the spots being severely rusted that the liner had been patched exactly at this position, which is right at the edge of the lower wall track most likely due to an install issue of not enough sand layed over the track in order to avoid this exact problem of pinching the liner.

I contacted Island rec explaining this issue along with detailed photos. After a weeks time of no responses and additional phone calls to Island Rec, [redacted] responded telling me the warranty would be through the manufacturer.

I contacted the manufacturer explaining the issues along with photos. They responded back with replacing the necessary parts for a fee of 40% of their cost, and I would be responsible for the full labor cost. The pool has a 35 yr warranty as per the manufacturer, which is pro-rating the warranty for 5 seasons of use which is also not accurate. After 4 yrs, how could I be responsible for 40% of the cost and 100% of the labor on a 35 yr warranty pool that has prematurely failed badly??? I contacted both Island rec and the pool manufacturer asking them for a better resolution, and recieved Nothing back from neither.Desired Settlement: The dollar amount to cover the prematurely failed parts is excessive.

The labor to replace the defective pool parts (wall & track) to be covered as part of the warranty process due to the very short time of failure;

As I already payed 100% to Island recreational for the pool liner and liner installation.

Why should I be responsible for the labor to replace the prematurely failed parts with such a short time to failure, and the strong possibility of installation error of pool liner when installed originally , allowing the liner to get pinched by the bottom wall track end due to lack of sand and causing this damage??????

I have a file containing all supporting documents and photos for anyones viewing.

Should this not be a reasonable outcome I will take all parties to small claims court, and forward this investigation done by the Revdex.com to the assistant district attorney's office for review.

Business

Response:

We have spoken to [redacted] in ref to his above issues. We explained we do not take oart in the manufacturers warranty process. We to help mitigate this issue told [redacted] to return the liner purchased from our retail store for a full refund and once we receive his signed agreement letter we will issue a free replacement liner. If he replaces or repairs the wall his at his accord. The labor to change the liner is not covered at this time.

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.Island Rec has given me the pool liner as agreed to. Therefore my complaint has been satisfied. I forgot to go into the email yesterday and update the status with Revdex.com.

Sincerely,

Review: After a push back date of the installation of our pool, due to the concern of "ruining our lawn" due to rain the previous day, according to the company, they installed our pool a week later. We paid to remove all the dirt from our property and had to pay an extra 150 dollars for them to come and hand back fill the rest. The day they installed things went fine and they said they would come back on Monday and backfill. We came home to a backyard covered in dirt. They over estimated how much dirt they needed to backfill. They did not remove the extra dirt. Instead they pushed it up against our pool and graded it into our house and throughout the rest of our yard. Not only did they ruin my yard but the pitched it all into my house so any run off goes into my foundation. I called and complained and they yelled at me telling me it was the install companies problem not theirs. They also stated that the install company usually comes back and removes the extra dirt after the backfill and I said they did not come. I explained that they contracted out the install and paid the install company, not us and they needed to rectify it. They asked me to email them pictures of the dirt. I did immediately. I never heard back from the representative on Monday or Tuesday. I called back again today and again they tried to blame us, the consumer. They asked again for me to email pictures and I did. I still have not heard back.Desired Settlement: The company needs to come and get rid of all the dirt, fix the grading and replace the lawn that they ruined.

Business

Response:

We spoke to [redacted] explained that he only paid for 2 truck removals od soil needed 3 truck removals also the consumer is responsible for restoration of landscaping per the installation contract.