Island Recreational

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.

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: We bought our Pool from Island Recreational on 3/**/2013. We paid in full. The Delivery of the supplies was on May *, 2013. And the installation of the Pool was May *, 2013. The pool was installed on the promised date. But the people who installed the pool which is a company that Island recreational uses from an outside source did a horrible job. I called Island Recreational the very next day to inform them that the installers left a dent in the pool. We did point out to the installer that there is a dent but they reassured us that with the water pressure it will come out! It never did! And we told them there is a leak coming from the pool. Island recreational advise me to call the installers back to have them come back and take a look and have them fix it. I did called the installers and no one from that installation company called me back. I called Island recreational back and informed them that something needs to be done with this leak and it can not be left this way! Someone needs to take a look at it to make sure the kids can go in pool and that everything is safe for my kids to go in the pool. Island recreational reassured me that it is safe and they sent someone to come take a look at it. That person came to look at the pool came in July!!!! 3 mths later!!! The individual told us there is no leak in the pool. He tighten what needed to be tighten and he left. The summer of 2013 was on and off with the leak. I called Island recreational to inform them that there is still a leak no one called us back. We proceeded to close the pool up for the winter. Now today on 5/**/2014 we opened our pool and once again the leak is still there. We called Island recreational and I spent 15 mins on hold for a representative to get on the line. At this point I just wanted to make an apt for someone to come take a look at the leak. They redirected me to go on line to fill out a warranty claim. Why must I wait for someone in New Jersey to get back to me for an apt? The [redacted] spoke to me and told me and explained to me that this is the procedure that Island recreational does. At this point I was upset because I explained to him the situation from last year and he brushed off not even with an apology to what happened. The installers that they used to build my pool is no longer in business and that Island Recreational does not use them anymore!!! What??? So I am out of luck? I am very disgusted in the way this company handled this situation. Customer service horrible. We are looking into just getting our money back and taking the pool down to return to them. We spent a lot of money and paid in full for a horrible experience with this company. I would never recommend this place to anyone. Now we are stuck with a leak and dent in the pool. And I am filing a warranty claim, but I am not sure that is going to help us in any way.Desired Settlement: We honestly just want to return the pool to the company and get our money back. They can come and take it down and take it back! We want nothing with this company what so ever!

Business

Response:

[redacted] was explained that if the issue was with corrosion of the pool that she would need to file a claim with [redacted] to process a warranty claim. s the manufacture the hold the product warranty. [redacted] had her pool installer through a company Vertical Horizons whom can be reached at ###-###-#### if she requires their assistance.

Review: I purchased a new pool from island recreation,they installed it in2012.Part of the sales deals wa s we would get and easy drain pool cover.I was advised it will be in in August 2013,come August the said it would be in the of end August.Come the end of the month,still not in.Called again now they would be in Sept **,2013.In todays sales ad for them says there are on sale this weekend.I normaly close the pool labor day weekend.I am using extra energy keeping open,not to mention the extra chemicals I was forced to purchase due to their incompetence and false ads.How can they have a SALE without products on hand...........Desired Settlement: To get the pool cover..........

Business

Response:

Upon reciept of this notification we have spoken to [redacted] in reference to the pool cover in question. We have explained to her that we have the cover in stock and she will go to pick up the cover today.

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.If the Revdex.com had not stepped in I still would not have the pool cover.I was called by Island Recreation on 9/**/13,they advised me that the cover had been in the Deer Park store for the last 7-10 days awaiting pick up.I was at the Deer Park store on 9/**/13 and was told the covers had not yet come in,also I was there the week before (purchased new pump for pool) and was told the covers were not in. Thanks to the Revdex.com for waking them up.

Sincerely,

Review: On may **,2013 a pool was installed by Island Recreational at my home.After installation,I found that the water return fitting was cracked and leaking.I called for service between 9 - 1 arrived and repaired.1 week later I found a depression in liner on pool bottom.called for service,was told empty pool buy more sand,will be at home between 9 - 1 ,crew arrives at 7 pm,lost time at work for me.Told I have a sink hole.2 weeks later I find same problem on other side of pool,where steel channel runs under ground.Called for service,told needs to be inspected,will arrive 9-1 arrive at 5 ,lost time at work for me.Upon request by me,ask for repair at end of season,told to empty pool buy more sand,notice 1 month later skimmer is leaking.called for service ,will arrive SEPT 9 between 9 - 1 no call of delay,go to main office to resolve after 4 calls to dispatcher,told 1 town over on way,1 hour later told 5 towns away,on way,need service by 5 .told no earlier than 6 ,5 hours after original service time.I request next day AM told not in area ,need to reshedule for later date or stay home and wait.Crew arrives at 6 .Lost time at work for me.This installation was not done properly from start ,I payed $150.00 for ecavation which was done improperly,by not filling underground metal channels causing voids,resulting in my labor and cost to empty pool twice and buy more sand,and lost wages awaitng services calls,I fell I sould be compensated for my time and expense created by their poor workmanship and unfair dispatching procedure.Desired Settlement: I am requesting a refund of $150.00 charged to me for excavation with was not done properly,10,000 gallons of water I pumped into the sewer system and bags of additional sand needed.This does not put me in a plus position,put it will bring attention to this companies poor workmanship.and total disregard of customers time.Hopefully I am helping a future customer.thank you.

Business

Response:

Upon reciept of this customer experience notification id# [redacted] we have spoken directly to [redacted] and are issuing a $250 partial order refund for his issues. we are awaiting a returned signed copy and will mail out a refund check

Review: Island Recreational installed a new pool liner on June [redacted]. The pool had been losing water ever since. I

have called them over 50 times. Emailed them with pictures and time lines showing water level dropping.

They had someone come out for the third time on 8/**/15 and they found 3 small holes. The first two times service came to look at the liner were not successful with finding the leaks. Now they have found it and no one responds. I have called at least 10 times since then and no one has called me back. I have put hundreds of gallons of water in the pool because of these leaks topping it off daily. No it is the end of summer and what happens now? I am at a total loss.Desired Settlement: Have Island Recreational call me and set up an appointment to replace the faulty liner they installed.

Business

Response:

Tell us why here...the customer has been told the three holes found can be patched. They are NOT a seam which is the only thing covered by a liner warranty. To resolve this today, Island will swap out the LINER on 9/**/15. Island will reimburse the customer THREE water fills based on the gallons the 15x27 52" pool holds versus the SCWA water rate.The customer has to have the pool 100% empty by 9/**/15

Review: I purchased salt system for my pool and it was installed, 7/*/2014. It does not work and is not compatible wit my heatpump. I called Island recreation and they sent someone to chaneg out a pipe but didnt fix problem. I need Island recreation to come back and fix problem so my pool will work.Desired Settlement: get pool working again.

Business

Response:

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.

Review: I purchased a pool from Island Recreation. On May [redacted] a surveyor was sent to my house to survey where the pool was to be placed and inform us of any additional charges that were going to be required due to leveling, digging etc.On May [redacted] the pool installers arrived. They proceeded to give me a bill of $699.00 for digging and leveling and additional sand that was needed for the leveling that the surveyor did not give me. Because I was not informed of the proper amount of sand needed I had to call the masonry for an additional sand delivery. They informed me that is was obvious the surveyor did not survey for the proper size pool. I called Island Recreation at that time and explained what happened and they informed me the paperwork did not show the additional charges and that the surveyor had made a mistake. I asked them how they were to compensate me as I was not prepared for an additional $699.00 in charges and they offered me a $230.00 store credit. This does not replace the cash flow that I was not prepared for. The point of the survey was to make the consumer aware of additional charges at the time of installation. I feel Island Recreational should compensate me for the error made by their surveyor. Why should I be held financially responsible for their mistake.Desired Settlement: I feel they should compensate me the full $699.00 based on the fact that it was their surveyor's fault.

Business

Response:

As promised we have issued the promised Gift Certificate offered to [redacted] by the installation manager [redacted] in the amount of $230 GC# [redacted] ready for immediate use in any of our retial locations

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 don't think that a $230 store credit is a fair resolution based on the fact that I had to pay an additional $699 because of their inability to properly survey the area. A fair resolution is a full refund of the additional money I had to pay. Why should I as a consumer have to incur this expense because island recreational did not properly survey the area and advise me in advance of these charges which is the point of a survey

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

Sincerely,

Business

Response:

I have called the number listed in this notification and left voice messages trying to work out a fair and reasonable resolution for [redacted]. [redacted] can reach me at our office between 10am and 9pm all days of the week except Thursday and Saturday since I am off on those particular to resolve he issues with the ground preparation fees for her installation.

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 received a voicemail from a representative of Island Rec on Wednesday 6/**. I returned that call on Friday 6/**. The representative's name was [redacted]. At the start of the conversation I tried to state my case and he became extremely combative and rude. At that point I gave the phone to my daughter who tried to explain the situation, and his response was well " you expect us to pay for ground prep" and told her he would call her back and hung up. I have not heard back from him. It is not that I expect Island Rec to pay for ground prep, I expect Island Rec to take responsibility for the surveyor that came to my house and did not advise us of the additional charges due to his inability to survey the area properly. The point of a survey prior to installation is to advise the consumer of any additional charges that might be incurred. This was not done. At this point I do not wish to have any further contact with any Island Recreation representative, as I do not feel I should be subjected to a combative and rude attitude.

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

Sincerely,

Review: 1) bought a pump with free delivery and installation plus rebates for the total price of the pump:

a) after fire, refused to deliver pump I had to pick it up

b) refused to install pump, I had to install the pump

c) never received any of the rebates

2) bought pool opening/maintenance and closing service but they did not deliver services

a) at pool opening they complained abut leves and water, I cleaned it up

b) after I cleaned the cover, they refused to remove cover, I removed cover

c) during opening, they broke valves, I bought and replaced valves

d) during maintenance cycle they would not place chemicals in skimmer and I had to do it

e) many times during maintenance, they dd not vacuum pool, I had to vaccum pool

f) at pool closing, they did not install self draining hose on cover, they did not remove valves, they did not blow out pipes

3) complained to [redacted] and s[redacted] several times. during the summer. during the last complaint, the s[redacted] said they would not send anyone to fix problems and if I was unsatisfied I would have t suit themDesired Settlement: issue promised refunds

fix cover or return funds for service maintenance

provide an apology and better service to its customers.

Business

Response:

We have spoke to [redacted] upon receipt of this notification and explained it takes 6 to 8 weeks for [redacted] to process the rebate for his pump which was submitted 9/*/2014. there was no hose for his auto drain cover out at time of close we will send back technicians 10/* to install the hose as a courtesy. We have not received any calls all summer with any issues regarding his maintenance policy.

Review: I purchased (receipt# [redacted]) a solar pool light for my pool using cash on 6/**/13. The light stopped working after a couple of days so I returned it to the store on 6/**/13. I have copies of both the original receipt as well as the return paperwork. A "manual check request form" was filled out by the store and I was told that I would receive the refund check of $107.54 in about a week. Today is 7/**/13 and I still have not received the check. I have called the store 7 times (spoke with [redacted], [redacted], [redacted], and [redacted]) and still no progress has been made on getting the refund to me. I was told multiple times that the store manager ([redacted]) would call me back but he never did. Also, there is no direct phone line to the [redacted] store, the phone number goes to a call center, so there is no way for me to call the store manager directly.

Thanks,

[redacted]Desired Settlement: Refund check of $107.54 mailed to me as soon as possible.

Business

Response:

I have spoken to [redacted] as of today. We have entered and are processing a refund for $107.54 for the returned solar flair light. Refund # [redacted] will be issued and mailed as of 7/**/2013. [redacted] has been explained all of this information verbally today.

Review: This store refuses to take me off their mailing list. It isn't even under my name it is under the previous owner's name from 1997. Their ads claim false information. That they are cheaper than other stores but you have to pay over $100 to receive those discounts and use a credit card so they can rebill at anytime and it doesn't say that anywhere in their advertisements

[redacted] (or current resident)

That is the name on the mailings

My name is [redacted]Desired Settlement: no more mailings

Consumer

Response:

I used the prior name in my email.

[redacted] (or current resident)

That is the name on the mailings

My name is [redacted]

Business

Response:

We have submitted a request to have the consumer removed from our mailing list. This process is in place. If the consumer recieves any other mailing they would need to cut out and mail in the entire mailing label to our P.O. BOX 1909 Massapequa N.Y. 11758. with this request. Thank You.

Review: I bought a pool heating cover from your deer park store. I went to buy a specific brand, but I was offered to buy this cover as it would be better for my pool. The lady also told me that I have 7 days to return.

I tried the cover, but it does not do anything for my gunite pool. The manager told me to call 516 number, which I did. They told me to send you an email to regional manager which I did. No resolution yet.

I must say that this was a horrible experience to say the least and I am hoping you will fix it for me. Thanks for your help and cooperation in advance.

Regards, [redacted]Desired Settlement: refund for the return

Business

Response:

A solar cover does not put heat into the pool, rather it is a device to keep the heat in the pool at night. As a courtesy, bring the cover back to the store for a refund.

Review: I purchased a pool from Island Recreational. I had it installed and it looked to be installed incorrectly and caused damage to the pool wall. I contacted Island Rec on the [redacted] of October and on Oct [redacted] and agreed to pay for the repairs. I was told buy [redacted] who later turned out to be [redacted], don't know why he lied and gave me his co-workers name instead of his, that he would call back in 1 hour. One hour turned into 26 hours and I called back. [redacted], aka [redacted] told me someone will get back to me next week weather permitting. Don't know what the weather has to do with calling someone back but fine. I told [redacted] aka [redacted] that my wife has [redacted] and we have doctors appointments and an upcoming surgery on the Monday after,could I know at least the date or time of the phone call or if someone was coming so I could be home and make arrangements to get my wife back and forth to the doctors. This time I got a very nasty "One day next week weather permitting." So this call is going to happen the week of 10/**-10/**/14. I waited until Tuesday Oct [redacted] (a day in the weather permitting week) to find out what was happening. This time "[redacted]" told me the [redacted] or [redacted] would call me in 48 hours. It is now 98 hours later and still waiting. I had to another company come on 10/** to fix the pool and it turns out Island Recreational gave me the wrong liner. Its too small and is causing all the damage. I called back and told them that its too small. The person told me that [redacted] from the [redacted] store would call me back. I asked him his name and he said [redacted]. I called back 90 minutes later because I.R NEVER calls back and wanted the direct number to call [redacted]. I told the person who answered what was going on and I had spoke to [redacted]. He then tells me he is [redacted]. I asked does another [redacted] work there and he said no, just him and [redacted]! I can't even get them to tell the truth of what their name is let alone a phone call back and a little respect for a family who's wife is fighting [redacted]. [redacted] does call back and now I am told I have to take the liner off and bring it to him in [redacted] so he can measure it. If I do that more damage will be done to the pool without the liner in it in November because nobody knows when they will ok the new liner. I can't get them to call me back when they think I am going to pay them, how long do you think it will take to get me a new free liner. They had 18 days to at least call me or come by and look at it and see they gave me the wrong liner. Now I have to hire a company that will only put in one of there own. Attached are pictures from inside the pool showing that the seam that should be on the base of the wall/floor is 4 inches up the wall in one section and 8 inches in the others and is about 6 inches off the wall causing a big bubble. The other pictures are of the liner outside the pool. Where it is 4 inches short the extra lining is 5 inches and where it is 8 inches up the wall there is 9 inches.Desired Settlement: I would like for Island Recreational to pay the pool installer for the CORRECT liner and pay for any and all damage that was caused by them giving me the WRONG liner. Or they can show up in the next 2 days have have one of their installers do it. Enough is Enough.

Business

Response:

[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.

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:

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,

Business

Response:

We have spoken to [redacted]. We are giving [redacted] an FREE replacement liner as a courtesy to settle this issue. Attached you will find a copy of the agreement letter sent to [redacted] after todays conversation. Labor and installation cost were not paid or arranged by us and not included.

Review: Purchased a pool from Island Recreation. Pool surveyor came to the house to see what needed to be done. We went into store for estimate for the installation and manager said he would call us later with price. Which he did. I have the recorded message. When installers came to put in pool the price went up over $500.00. And said take it or leave it. I went back to store manager and they are trying to get more money from me. The installers were extremely rude and the company, island recreational, did not stand up to their original price for installation.Desired Settlement: I want pool returned for complete price I paid, including delivery, and additional parts I had to purchase from another supplier at their request.

Business

Response:

The consumer requested the pool to be picked up. We will be picking up Friday 6/**/2013 between 12p -->4p. Once the pool is recieved back to our wharehouse he can go to the retail location to process a refund.

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]

A few hours after pool was picked up, I went into store for my refund which [redacted], the store manager, said I can not get until Saturday. So as of now, it is still not resolved. I also have 2 yards of sand,which they told me to purchase, sitting in my driveway at a cost of $115.00 which I have to absorb, because it cannot be returned.

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

Sincerely,

Business

Response:

Mr. [redacted] has been issued a full refund for $4184.24 as of 7/*/2013. Mr [redacted] refused the installation and agreed upon cost. We have fully refuneded all funds given to us. Thank you.

Review: An installion of a pool skimmer that is leaking. This is a brand new skimmer purchased by Island Recreation. Had issues with the installer that Island Recreation sent would not answer our calls for weeks and when he did he never showed up on his promises to be there. When someone finally showed up to install the skimmer it is leaking not insatalled properly the top rail of pool is lose that was never fixed either . The customer service is horrible called today they said no one is coming out to fix it it was our problem the consumer really ???Desired Settlement: I want a competant person to come out and fix the problems we are having !!!!!!!!!!!!!!!

Business

Response:

A technician was dispatched to the residence as of 5-**-2014 to address the issues at the skimmer area as requested 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]

The skimmer was installed still not happy with the installation , top rail crooked not put on properly, the end cap does not fit properly either horrible service not happy at all.

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

Sincerely,

Business

Response:

At this time all services have been rendered at this time

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]

According to Island Rec all services have been rendered, does not mean it has been completed correctly. Not happy

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

Sincerely,

Review: Here we go again with this company. The final sale on my pool last year was in October of 2012. They agreed to refund me partially bc of their mistakes, there were dangerous situations, pool was installed terribly. They admitted mistakes and now my pump is broken. They tell me it's out of warranty bc I bought the pool in July of 2012. I am so disapointed to be treated so unfairly. The sale, bc of their mistake, and my inablitly to swim in my pool bc of their mistakes and they won't replace the pump with a new one? it just doesn't make any sense to me.Desired Settlement: Would like a direct replacement pump.

Business

Response:

[redacted] purchased his swimming pool July [redacted] 2012 and had it installed July [redacted] 2012. The pump in question has a 1 year warranty. The pump is currently out of warranty period. We as a courtesy to settle out his issue will provide a courtesy warranty inspection thruough our service center in [redacted] in the spring of 2014 when they reopen. They will perform a warranty insoection and if the pump is deemed a defect then we will provide 1 replacement at no charge. That is the only service we will perform for [redacted] going forward at this point. A notation has been made on his account and this is to take place during the months of March, April upon them reopening.

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:

The company did not install the pool correctly which effected the pool. We were unable to use the pool because of their inability to install the pool correctly. Therfore we were unable to use a pump in the first few months.

We also had to empty the pool for them to correct all the issues, as the pool again was not installed correctly. So, how is their answer that we had the pool installed in July when they know , understand and gave us a refund

bc of their inability to install the pool correctly. They should send us a new pump and honor the warranty today, as they caused so much angst and confusion from day one. I have emails back from October of last year when the

sale of all the items purchased were still not resolved.

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

Sincerely,

Business

Response:

In response to the consumer issue, We have settled all previous outstanding issues. In regards to the pump in question the pump is out of warranty and our service center is closed for the season. It will reopen in march and we will extend a "COURTESY" warranty inspection. Mr. lederer is out of warranty and we have already processed a refund and done this thru the Revdex.com last year. We are ttrying to resolve this in an amicable fashion and that is when the center re-opens. [redacted] is Beyond the warranty period and has NO coverage on the pump at this time. It is his choice to aceot the offer for a "COURTESY" inspectio nin the spring or he may choose to purchase a replacement pump at an alternantive dealer. Attched is a copy of the signed agreement letter from 2012 resolving ALL ISSUES.

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:

thank you. the pool was installed incorrectly. that is the point. if the pool was installed incorrectly how is it that the warranty would start??? you admitted your faults as well.

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

Sincerely,

Absolutely the worst!!!! Will never use them again, worst customer service I have ever dealt with.

We bought a new heater from them, we had to have the old heater removed and out of the way before the day they were coming to install the new heater which had to be in its location when the installers arrived. We removed the heater one day prior to install which meant we could not filter our pool because it ran through the old heater. They were supposed to install on 6/** between 11-3pm. I received a call at 330p. saying they are not coming that they will come on6/**. They were supposed to be here between 9-1pm. Once they did not show up by 1pm we called and we were told they will be here and they would call the tech and call us back with an arrival time. Never heard from them, we again called at 33pm to be told that they are not coming today. Our pool which was in perfect condition is now green, and we still do not have a installation date or time, and their customer service doesn't really care. We will NEVER EVER use them again, installation is free so they don't really care what we do at this point because they were already paid.

Review: My husband & I purchased an 18' above ground pool from them on 5/*/14 to be installed on June *, 2014. We have had nothing but problems with this co. and the pool from day one, with NO response from them. The pool was installed damaged, with dents in the side of the pool. I emailed photos to them on June [redacted], & have called several times, with NO response. The pump was supposed to be delivered to us, but instead we were told we needed to pick it up. When they finally came to install it, they were missing a necessary part, & it took an additional 3 or 4 days before they FINALLY came back & completed it. The pump has completely failed as of 7/**/14, & they refuse to replace it, refuse to give us a temporary loaner pump. They claim that they have NO pumps at any of their stores and will not for another week. I am having a party Sat & my pool will be completely green by that point. Their [redacted] stated that they could replace it when new pumps come in. When I call CS, they are telling me that the pump must be repaired & they will not replace it. While they have offered other customers "loaner" pumps until a defective one can be replaced, they refuse to give us one, even though there are other (lesser) pumps in their store that could be used temporarily to keep our pool clean and safe for our children and keep mosquitos from breeding in it. The best that they have offered is that we can bring the pump to their repair shop in [redacted] tomorrow with no idea of how long it would take to fix an no solutions for the interim.Desired Settlement: At this point, I am completely disgusted with this company and the pool. I want a full refund and they can come and take the pool down & away, and I will purchase one from a REPUTABLE company. We have tried to talk to the [redacted] at the store & CS by phone - they refuse to allow us to talk to anyone higher up who might actually offer a solution instead of excuses, and we are getting nowhere.

Business

Response:

[redacted] has received her replacement pump as well as agreed to a $500 settlement for the aesthetic issues with her installation.

Review: There was a leak in the liner of my pool. I called island recreational and they sent someone over to fix my pool for $200. However, they didn't fix the problem. On 4/**/14 I went to the store and they told me I needed a new liner for $944.96, which I paid for. They then told me I need to cut my deck back four feet and someone would come to my house to survey other prep work that had to be done. On 5/*/14 a man from island recreational came and said two feet had to be dugout on one side of the pool and four feet on the other(which I have in writing). Therefore I paid workers to do the work that he said needed to be done. On 5/**/14 went to pick up liner from there store. On 5/**/14 two of there workers came to my house to install the liner but they said they can't do it because the entire pool need to be dug out for the pool to be replace(which I have in writing). In other words telling me it couldn't be done and I need a whole new pool. The workers said they couldn't believe that they okayed the job. Three days later on 5/**/14 I received a call from them telling me to call a different company, champion pool and maybe they can help you. He stated he felt sorry for me due what they did to me. On 5/**/14 [redacted] came to my house and said he couldn't believe what a mess island recreational pool left me in my yard. He said the only solution to the mess they made is to buy a new small pool else where and he would install it for $1500.Desired Settlement: All I want is my yard back to the way it was. They promised me something they couldn't deliver and left me in a mess that I was not in before.

Business

Response:

[redacted] purchased a liner through us. We performed a liner review and provided a sales contract and additional booklet that explained that certain perametere we needed to perform the liner change. We cannot change a liner in a pool surrounded by 4' of dirt as the structure can cave in upon change of the liner as the wall of the structure was coming out. As a liabaility and safety precaution this was re-explained by the installers and the [redacted] returned the liner to the store 5/**/14 and received a $944.96 full refund for the order.

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]

On 4/**/14 I [redacted] purchased the liner and was told to cut the deck back. I was never told to dig out around the whole pool 4 feet. I was told by there surveyor who came to my house on 5/*/14 all we had to do was dig out 2 feet on one side and 4 feet on the other, which was done. On 5/**/14 IF THERE WAS A PROBLEM WHY DID THEY SEND TWO MEN TO INSTALL THE LINER, who then said they couldn't do it. I FOLLOWED ALL ISLAND RECREATIONALS INSTRUCTIONS TO HAVE MY LINER PUT IN AND NOW MY YARD IS A "DISASTER". Yes, they refunded my money after being very nasty with me, however my yard is turned upside down on there instructions. I have paid a lot money to have my deck cut back and my pool dug out on there instructions.

What is island recreational going to do about my yard?

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

Sincerely,

Business

Response:

We contract to install a swimming pool liner to install in the swimming pool for the consumer. The consumer per our review had a pool buried in the ground. We explained to install the new liner the dirt pressure would need to be alleviated from the swimming pool to install the liner to avoid a collapse of the structure. Upon the installers arrival the dig out was not properly performed and the installation could not be completed. The consumer returned the merchandise to the retail store and received a full refund. Their is no further obligation from island after the full refund was issued.

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 will never purchase anything ever again from island recreational or recommend anyone to go there. This situation however is not finished yet. I will be seeing you shortly in small claims court. Thank you.

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

Sincerely,

I recently purchased a pool, filter and salt generator through their [redacted] location. The salesman was young and inexperienced. There were several things he forgot to tell me being a first time pool owner. I had many problems with installation dates. They scheduled the appt but that day comes and they can't find my appt. My attempts to speak to a manager goes unanswered. He's gone for the day. Please hold. No Chris is gone for the day. Low and behold several minutes later Chris shows up. Their business practice is very sneaky. I will never use their services ever again.