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Island Recreational

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Island Recreational Reviews (146)

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]
 
 
 
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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.  
 
 
 
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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.
 
 
 
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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. 
 
 
 
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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.
 
 
 
 
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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]

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.

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

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: I purchased a salt water swimming pool two years ago and now it has rust all over the top railings as well underneath the top railings. Now there is rust falling into the swimming pool. I contacted island recreational and they referred me to the manufacturer. I called them and they explained to me that the pool they sold me was not made to handle a salt water system. Island recreational should have never sold me this pool in the first place and should be more knowledgeable of there products they are selling.Desired Settlement: Island recreational in turn said they will pay for the replacement parts but not the installation. I expect them to pay for both parts and installation since they sold me a product that cannot handle a salt water system.

Business

Response:

We have spoken to and informed [redacted] last week that we would provide the top ledges, he just needs to let us know the part #'s of the ledges he needs. There are straight ledges and ledges on the radius. Each are different. As soon as we have this information we will provide the ledges.

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 sent island recreational a list of parts not only the top ledge but the track underneath as well plus a list of hardware. The issue is the installation needs to be covered as well. They sold me a pool that cannot handle a salt water system that's why the parts are rusting within 2 years. The manufacturer of the pool even said the pool is not made for salt water system but island recreational sold the pool to me anyway. They put me and my family in danger having piece of rust falling into the pool. I expected installation to be covered as well.

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

Sincerely,

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]In attached file you will see that Island Recreactional orginally stated that they would deliver parts to my home. In their response they want me to travel 45 miles to their warehouse and 45 miles back to my home to pick up parts. This is unacceptable. They also have yet to follow through on the request to pay for installation. Island recreational wants me to stretch myself for a HUGE mistake that was made on their part.

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

Sincerely,

Business

Response:

Tell us why here...We will drop off the parst to the customers house on Friday 10-**

Review: Had a new salt water generator and new filter installed. Don't know where to begin with the problems. From day one new piping installed leaking. Internal Timer on new filter doesn't work proper. FYI I had a perfectly fine working filter which they took with them upon installation. I keep getting told that they will email me the fix to the timer issue. As of today it is now 1 year later NO FIX. So I have to go out everyday and start filter because cant set it on another timer. The installation guys glued the union to the salt water cell which leaks. So I cant remove or tighten to stop one of the leaks. Still losing water which requires me to purchase salt unnecessarily wasting all that money I was supposed to save. And now a year later after calling again and again They are trying to say its not their fault and they have no record of the about 35 calls I have made in the past year. NEVER AGAIN. I WAS A CUSTOMER FOR 11 YEARS AT ISLAND RECREATIONAL. I WILL NEVER PURCHASE ANYTHING THERE AGAIN.Desired Settlement: Repair or refund portion of money for repair

Business

Response:

We have spoken to [redacted] at the contact information provided. We are arranging a no charge service call to go to [redacted] address to address and correct the leak at the plumbing fitting [redacted] claims to be leaking. We have also sent a revised quick start programing guide and are working with [redacted] to go over his programming issues and have those resolved as well.

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:

Island Rec did call me to resolve, I was told they would send men out to fix problems. Then never called back to schedule. When I called was told the gentleman I spoke with was not in. Called again same responce. I have since called another company to fix my problem as my pool has now turned green waiting on Island Recreational. Thank you for your quick response. Should Island Recreational call me and come out to fix before other company shows up, great. If not I will bill them for whatever it costs to resolve this problem. Thank you and have a great day.[redacted]

Sincerely,

Business

Response:

We have left a voice message for [redacted] in ref to the requested service call for his unit to no avail [redacted] Is welcome to call us ###-###-#### option #5 to schedule or email me direct at [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:

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.

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Sincerely,

Review: I ordered a liner replacement from island recreational and it included installation in the package. a representative came to inspect the pool prior to installation of the liner and everything was in order. when the installers came they said they could not install the liner because we did not have a gasket for the porthole. We were never advised that we head to supply the gasket for the porthole. We waited 2 weeks for installation of the pool liner. After the line was installed we were told that day would be back in 2 to 3 days to cut the opening for the through the wall skimmer and the return. They never returned when I call island recreational I was told I had to call and make an appointment for that process to be completed. When I was given the installation completion date I was given the time from 7 a.m. To 1p.m. The day before the installation I received another call stating the installation time has been moved from 1 p.m. to 5 p.m. The representative from island recreational was extremely rude offered no apologies at any time during both conversations regarding the issues I was having with the installation of the liner they are extremely unprofessional and offer no assistance whatsoever. It seems that vacation take our money entreat customers poorly. When I inquired about speaking to a [redacted] I was told there is no one by a [redacted]. he refused to provide me with their corporate contact information and stated he was the [redacted] and there was no [redacted] of the [redacted] for a [redacted] of a [redacted] and he was it. this completely messed up a family barbeque that had been planned and I will never use or deal with island recreational again.Desired Settlement: I I'm looking for a refund of a portion of my installation charges that were included in this as I kno that was a part of the package.

Business

Response:

[redacted] has spoken to a [redacted]. Her skimmer and balance of service have been completed on 7/**/2014. We do not sell pools with portholes [redacted] simply purchase a liner from us. If her pool has special features then it is the consumers responsibility to supply gaskets for the port hole feature on her pool and we do not sell gaskets for that type of feature. If the consumer supplies the gasket we will kindly install the item.

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:

Island recreational failed to inform us that we needed the gasket for the pool porthole. They sent someone out to inspect prior to installation of the liner and that was not told to us then either. Upon installation an additional 100 and $75 had to be paid. When the installation was complete I was informed that they would return in 2 to 3 days to complete the installation and that did not happen. When I called island recreational I was been informed that I had to schedule the completion of the liner installation. I did schedule the appointment and was given a time. The day before the scheduled installation I received a phone call moving my scheduled time. at the time of that phone call I informed the [redacted] that that was not conducive because I was having a party at my home which revolves around the pool. There was no effort made to accommodate me and my request which is very unprofessional considering they changed the installation completion time. Then on the date of the completion their installation person never showed up! when I spoke to the [redacted] he didn't even know where his installer was. All he offered me was and I'm sorry he's not answering his phone his GPS is not showing that he's moved he's still at his same location.for them to respond with just a response regarding the gasket shows that they have no sense of customer service customer appreciation at all, and they refused to own up to their lack of professionalism and poor business practices.

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

Sincerely,

Business

Response:

Once again we can only apologize, the missed visit we immediately remedied and we can issue a $25.00 store credit for the inconvenience as a courtesy. Please advise. Thank you

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:

I don't want a store credit because I will never ever shop at Island Recreational again. Their apologies didn't help when my scheduled pool party was ruined and they mean nothing now. Offering a store credit is insulting. I again am seeking a refund for a portion of the installation cost due to their failure to provide services as scheduled and my being embarrassed and inconvenienced.

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

Sincerely,

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Description: SWIMMING POOL CONTRACTORS, DEALERS, DESIGN

Address: PO Box 1909, Massapequa, New York, United States, 11758

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