Island Recreational

Review: On 6/**/15 a technician atempted to install a variable speed pool pump for $800.00. The installation was supposed to be included. The technician charged me $85 for the installation of the pump. He said he needed to change one of the PVC pipes. The pump was a direct drop in and nothing needed to be changed. I asked him to leave the section he changed which he did not do. He left everything else except the part he said needed to change. I feel he did this because he knew it didn't need to be replaced, and was making money on the side. In addition the pump was installed incorrectly. The top fitting was not attached correctly creating an air and water leak. The technician left with the pump unable to prime or function. It has been 3 days that my pool has been sitting stagnant. If he had left my original fitting I would have been able to hook my old pump up.Desired Settlement: I would like to be reimbursed the $85 charge for the installation that was done incorrectly and is being paid to the company by [redacted]. I would like the installation to be done correctly ASAP so that my pool can be used again.

Business

Response:

It states per the contract any plumbing mods needed will be assessed a fee for service. We have established a 7/* date to send an technician to make correct measures to get a prime on the pump.

I paid cash for an item. when I returned it was offered store credit or a check in the mail in 5 business days. Its been 5 weeks and ever week when I call they tell me a different story. Its in the mail, its being processed, and its like pulling teeth to get them on the phone ! ! ! ! !

THEY SUCK !

Review: Iam having huge issues with Island recreational regarding the poor shabby installation of a pool I purchased from them and had installed by them in July of last year ! From day one after signing the credit card receipt I feel like it have been taken advantage of ! After purchasing the pool is was one lie after the next regarding installation delivery date of install right on drown to after install ! The day of install they came late , forgot needed tools and took 6 hours to install the pool ! I was told when I purchased the pool the price included installation, aftervi purchased thevpool I was called for the install appt, to which they then told me it would cost me additional monies for install as well as I would have to purchase the sand and blocks required for install ! At this point I of course wanted the pool I stalled nd allready charged close to $3 thousand dollars , I wasnt going to cancel ! the day of install it costed me another $300 dollars , between the $100 for the yards of sand that I HAD PERSONALLY delivered , down to them charging me to dig the dirt, and put the filter and ladder together ! the crew was shabby, saying they would "work with me on the price " definately not professionals ! 6 hours later after their 2 hour lunch and forgetting the proper tools the pool was up ! Once up the uprights were crooked and I was told once the pool was filled & settled it would straighten out ! After 3 attempts to have them return I was told by their "service crew" they would return in the spring to drain & fix the pool ! It was mid july when we had the pool installed and short of just floating on a raft for fear of the pool collapsing , we took it easy as the uprights never seemed to properly settle aft the water was filled into the pool!

Well now upon opening of the pool , and planning on calling them as stated on the paperwork on their last try at fixing this issue , it's now leaking water like crazy ! I immed called them & they told me to immed drain the pool halfway as the integrity is in fear of collapsing ! I then had to purchase a hose long enough to,go from my yard to the street and sifer the water out myself ! They're telling me it's their busy season and they have "other customers " and I'll have to wait until NEXT friday for them to "take a look " my yard was filled with water , I had purchased a pool opening kit which costed me $100 only to now have the pool turn green and the liner is now shrinking ! Now on friday I get a phone call that they need to bump me to saturday ! I returned the call and spoke to a "[redacted]" to which he was very nasty ! he told me to sends pictures so that when they do come they will know what tools they need ! All the uprights are crooked and they are telling me to send pictures , which I've done over and over again, last year as this issue has been since the pool was installed ! After looking on the Internet it seems island rec is also called island WRECK by many many consumers ! It cost me over 3 thousand dollars for the pool without install which they misrepresent as well as town coding issues ! Now today Monday , Memorial Day, of course because the pool is half filled the liner has now torn ! There is a hole that was NOT there !

It also appears the seam that surrounds the pool is starting to come undone ! This pool can very well collapse now and I explained this to [redacted] ! He told me even if the uprights weren't attached the pool would be safe ! I then told him to install a 20x18 pool in his mothers yard with no uprights and just the buttresses and have her swim in it ! He then hung up on me !

This pool was purchased with good intentions for therapy for myself as I suffer from Multiple Sclerosis ! I thought it would help my legs and body feel better , evidently it's been nothing but a stressful experience and I want this remedied !

I asked them to bump my appt sooner like they changed my original one and was told no ! So now this coming Saturday they are "supposed " to come and "take a look" this is awful to do to someone with a [redacted] and I feel like the minute I signed the credit card receipt Island rec aka Island WRECK mis advertised everything from price to install price to customer service issues and now I have a pool that cannot be used! Can you please help me with this issue ! They are nasty when you call and everyone who's anyone there claims to be a [redacted] ! I take notes wherever I call and who, I speak to and not ones person I've dealt with has held to their word !Desired Settlement: I want them to properly drain the pool asap & I want the uprights properly fixed , and I want a customized liner that will prevent this from ever happening again ! I want a refund on the pool opening kit , and I also do NOT want to incur any more costs related to this pool to have it properly fixed or reinstalled ! Their install,crew screwed this up and now the pool is not usable ! They should be ashamed of themselves !

This is a disgrace !

This pool is not stable ! It was installed shabby and everything I complained about to them last year has now become a issue ! I would like this done ASAP as the pool is half filled and I'm afraid it will collapse ! I don't know the exact amount this will all cost

Business

Response:

[redacted] has in been in contact with our service [redacted] and he has warrantied the liner for [redacted] as a courtesy as well as arranged service to have the pool uprights correct as well as the liner changed.

Consumer

Response:

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

Sincerely,

They are coming this thursday June[redacted] to resolve these isssue's providing they show up & its taken care of & I receive a written warranty receipt I will be ok with this

Business

Response:

Just as the original contract states we do not provide backfil services. Thank you

Consumer

Response:

tter Business Bureau:

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 original contract that may state such !! Last year I was "told" after install I was responsible for the back fill, this time around due to the INCORRECT INSTALL OF THE POOL I WILL NOT TAKE RESPONSIBILITY FOR THE BACK FILL. ISLAND REC INSTALLED THE POOL IMPROPER, EVERYTHING WAS DONE WRONG AND DUE TO THIS THEY HAD TO RE DIG THE YARD !! THEY MUST BE HELP ACCOUNTABLE FOR THIS AS THIS WAS DUE TO THEIR NEGLIGENCE , NOT MINE !!!!!!THE Revdex.com HAS TO DO SOMETHING TO RECTIFY THIS !!! AS THIS WAS NOT DUE TO NEGLECT ON MY PART BUT THE BUSINESS

IM ALSO WAITING FOR MY WARRANTY ON THE POOL & PARTS , I ONLY RECEIVED THE LINER WARRANTY!!!

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

Sincerely,

Review: I purchased a pool from Island Rec, a year ago I went to the store in [redacted] with a list of supplies to put the pool up.

At that time we had gone into the store requesting [redacted] products and a particular type of filter and pump.

The sales people gave us 50 reasons why we needed to go with the off beat brand that they wanted to sell us.

We installed the products, had issues with the items through out the season and hired someone to close the pool for us. The filter and pump went into storage for the season. This year we yet again hired someone to come and open the pool. At that time we had continuous issues with the filter.

We went to Island Recreation and escalated to the manager in the store. The manager tried everything in his power to prove us wrong, and when all attempts failed he too agreed that the filter had warped and even though we were just over a year on the product he stated that the "Regional" was off that day but the following day the "Regional" would be in and they would replace the unit for us.

The following day we went back to the store, the "Regional" was not in the building and refused to assist us over the phone with the situation.

We left the unit in the store and will never make another purchase from Island Recreation again.

I believe the store should stand behind the product they sold us, especially that they talked us out of the product we originally purchased and have since purchased from another competitor since that day.

We were promised a second trip back to the store would resolve the solution and we would get another filter.Desired Settlement: I would like my money back for the filter that I was promised by the original store manager.

Business

Response:

the filter in question only has 1 moving part and if not working properly can replace the part upon inspection or replace the inner cartridge upon inspection as well as a courtesy. We can issue a store credit for 1/2 the alue of the filter tank since it has been in use for over 1 year at this point.

Review: On 4/**/2012 we had a new pool installed. We requested an appointment after 10am since I work nights and leave from work about 9 am.When I came home from work I was surprised to see the pool already erected with quite a bit of water in the pool. The installers were inside the pool putting on the top trim.There were numerous footprints in the pool liner which I mentioned and the installer said they would go away on their own. I also noticed excess sand piled next to my fence that had not been used under the liner. We ordered the amount advised and it was delivered the day before installation. I have had a pool since 1976. There had been a pool on this same spot since 1988. I was advised to level the ground even though the previous pool was just removed. It was damaged by a storm. We paid $180. to level it just to be safe. We had an automatic pool cleaner for the season so did not hand vacuum the pool but the pool did not feel soft on the feet as our previous pools did. We closed the pool for the season and as usual we opened the pool early next season. Our vacuum had died and we went in to vacuum. We noticed 4 spots where some vegetation was growing through the pool liner. We called Island Recreational and the [redacted] said they were not responsible. It must be nut grass.They showed no calls regarding the footprints or they could have resolved it right away. I told them the installer said it would resolve itself but I did complain about installing while I wasn't home. I have dogs. The [redacted] said we should have treated the ground. We were not advised, the paperwork doesn't show it either. The [redacted] said it could be roots from trees. We do not have a single tree in out yard. Also, when we had the original pool in the yard when we moved in in 1988, there were lots of trees in our yard which we removed shortly after moving in. The old pool which must have been 20 years old never had a problem. Only this one. No problems with any pools since 1976 until now. When I saw them in the pool I thought the installers were negligent in the way the pool was being installed. They were probably hot and wanted to be cool. They did not use all the sand provided. They created many footprint which flattened the sand below. Dirt is stuck in all the grooves and divots. Sand was mixed with dirt where the sand was piled next to the fence.(not where it was originally delivered to in the driveway. I think they rushed to be done before anyone could see what was done. I called today to inquire about the [redacted]s name I had spoken to and they told me there were no records of any calls this spring just like they said no record of calls about the footprints or sand. My husband also went to the store and spoke to a [redacted] and he also said not his problem. The first [redacted] said nut grass but never came out to look at the footprints or growth.They used to make something for under the liner for extra protection and don't sell it anymore. I waited to file this complaint because I know this requires a full new liner installation and I did not want my pool taken apart for the summer.I have photos of the growth which is still there ..I'm sure I have the [redacted]s name. This is a salt pool and it will take a lot of time and money for us to get it up and running a second time.Desired Settlement: Replacement of liner including labor and all components necessary to have a pool, not an aquarium. This will require salt, possible re-level and sand. No footprints in the pool. 1 season for a brand new pool is not acceptable. We purchased a new pool and have never had a problem before. Our history with Island Recreational as VIP members is extensive. We have had 3 pools installed between 2 homes by Island Recreational . 1 in our first home in Lindenhurst in 1976. The second home had an old pool and we kept that for years. We moved in in 1988. There were many trees in our yard. We had all our trees removed. Then when that pool was probably 20 years old we had a new pool installed with no problems. The [redacted] said it was probably tree roots coming through, I advised him we have no trees. Then he changed to nut grass without ever coming out. The old pool had lots of trees around and still no problem. He was grasping at straws to find an excuse other than their workmanship. Our 2nd pool installed by Island Rec was destroyed during a storm and that is why we had this new one installed. The only one with problems. I think the installers cut corners. It was a hot day, they rushed since no one was home, did not put all the sand and ran water into the pool so they could get cool. That's why they were in it putting all the footprints in that now exist. The [redacted] said they could have come out and fixed it right away but no one offered that when I called. And it should not have happened to begin with. Why do a job that needs repair immediately. And why did they installers tell a customer it would clear itself. Because they knew it was wrong. Please help. Thanks in advance.

Business

Response:

In response to the complaint. We explained grass growing though your liner is a very rare occurance. Regular grass is not strong enough to penetrate a vinly liner. If you have this problem it is Yellow Nutsedge, more commonly called Nut-Grass. Nut-grass is a weed which lies several inches underground, lying dormant till summer or early fall. tuberous shoots push up thruogh the ground with 3 outward shoots instead of the 2 from normal turf grass. There is no way to identify if Nut-grass is sitting under your soil. It is very rare and therefore cannot be anticipated upon installation. We installed the swimming pool over 1 year ago and cannot tell this may happed to a consumer once again it is a rare occurence. We can offer the consumer a discount on a replacement liner if they need so but they need to have their ground treatd with a product called Triox. Triox is a treatment that will eradicate and kill any live roots or vegatation in the immedaite area. Trioz can be purcahsed from a local hardware store that carries agricultural products or garden center or through a lanscaping company. We are not able to tell any consumer if they have this situation under their soil during an installation. We at this time as previously stated can offer the consumer a 50% discount off a replacement liner as a courtesy since they recently purchased a swimming pool. Labor to change the liner would not be covered at this time since this is not an issue with the installation it is a natural occurence.

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:

We called the beginning of this season regarding this matter.I was recently told there was no record. Now , to Revdex.com, they know what they told us. This pool lasted one season. It is sitting on the same exact spot where our other 2 pools sat for 39 years with no problem. I see no nut grass in my yard, anywhere. The store said the new liner is 150., 235 installation,some new top rail in case the installers break it, a new plate in case the installers break it. Total $531. The ground needs to be treated. All new salt,all new water and a lot of time & effort. $75. is an insult. The pool needs to be emptied , they will remove it and reinstall. When can I treat the ground? The representative said it our responsibility to treat but the paperwork never mentions treating the ground.

I recently went to Island Rec because they refused to give me a price of liner over phone (so many good deals, I needed to come in person).The sales rep gave me prices of liners.I asked her if I needed new sand. She told me new survey, yes, but the sand they would just push it around and mix it up and push it to the sides where they needed it for the new liner. I was shocked.

The reason I was--I found a big pile of sand next to my fence. The sand had been delivered a day before installation onto our cement driveway. I questioned the [redacted] why they wouldn't use all the sand under the liner. He said they often do that. After her comment,I believe the sand was brought back and dumped on the side of the fence on top of soil, then transferred and pushed around for installation. She said pushed to the outer rim and that is where the vegetation is coming through in 4 spots all next to each other. I don't believe this was a rare occurance. Just like all the footprints in the pool which the installers said would go away, I believe it was a rush job, poor quality workmanship, not white glove service.

The [redacted] had every excuse in the book. They could have fixed the footprints, no problem(I called about them coming when I wasn't home, no record of course. I mentioned all the footprints - no one offered a solution. I believed they would go away, (that's what I was told) they didn't. I have photos of all. If it wasn't nut grass, it must be roots from a tree(I told him I don't have a tree in my yard)Even before we had every tree removed there was no problem with anything coming through the pool. Besides the 39 years of the 2 pools at this house, we had a pool at another address for 12 years. No problem......

In conclusion, the [redacted] made up stories as he went along. The installers lied outright.They said there was no record of our calls, now they know what was discussed. And they push around the sand to make it fit. $75. is not worth my time or effort. I need a new liner on my new pool as it should have been. I will still have to get new water, salt, time &effort as I did a year ago. Please do the right thing. I have been a good customer of Island Rec since 1976.

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:

In my previous response I did not say Island Rec should be a landscaper. What I said was: now that the pool is erected and the liner is in,you are telling me it is my responsibility to figure out how to treat the ground. Since the ground is now covered by the pool there is no way of properly treating it to guarantee this "rare" occurrence does not repeat itself. If it does, it will again be my responsibility to replace the liner, perhaps the following season and so on.

If I remove the liner , treat the ground, and then have a new one installed I will be advised, as I was this time, that because the ground was left uncovered, something may have magically been blown in from somewhere. When I advised them the ground was not left open, the suggestion was the sand sat and got something in it. When I advised the sand was just delivered, the [redacted] suggested perhaps it was a tree root. I told him we have not one tree in our yard. And the pool (several) sat on the same exact spot for more than 2 decades with no problem. Nor does he know that's what it is since no one ever came out.

It is an easy answer to write into your paperwork you're not responsible for nutgrass and use that as a catch-all for any problems with liner installation. It is easy for the representative who spoke to me to state it is my responsibility to treat the ground after the fact. Why wasn't it spelled out in the contract that the ground should or could be treated. Why wasn't it mentioned that I could purchase a mat to put underneath to prevent things coming through. Island Rec used to sell such a mat and discontinued it I was later told but the installation dept said they would install it at an additional cost now.

I believe Island Rec was negligent in not telling me my options. Replacing liners is a very lucrative business for Island Rec since replacing the liner is half the price of a brand new pool. And If I went forward with the installation, there is no warrenty or guarantee that it won't happen again. Especially if the old sand is pushed back and forth to meet the need of the installers as the sales person quoted,or piled on top of dirt on the outskirts of the dug out area where it can pick up weeds. It cost $180. as well as the price of the sand which is supposed to protect things from coming through the liner.

I specifically requested an appointment for after I got out of work. I was told that's when they would come. I wanted to oversee the installation since this is not a cheap undertaking. To come home and find the pool erected, the water in the pool, lots of footprints and people in the pool and lots of sand piled next to my fence that was not used and where it didn't belong and to hear the sales person say they will push the sand where needed does not sit well with me at all. It smacks of negligence to me and your offer and refusal to do anything further is not acceptable.

In the last several years Island Rec has become extremely combative anytime there's a problem. They never have necessary parts and never take responsibility. As an example, we bought a salt generator to be installed. It was sold without telling us we needed an electrical connection at the site of the screen for the generator. But it was listed in the 15 page contract. So to our dismay $500. for electrical work later....you get the picture. Consumers are not advised of anything. It is sell, sell, sell and then use some crappy excuse not to fix the problem because you put a one word disclaimer "nutgrass " into the paperwork somewhere. rder for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I have spoken to [redacted] on Saturday January **, 2015 in reference to her issue with the “nut grass” issue with the liner. We extended the offer of a discount of a replacement liner for the swimming pool. [redacted] was appreciative of the offer but not sure if she wants to correct the structure at this time and requested to get back to us once she makes her final decision. [redacted] was also explained how to eliminate the nut grass from returning in the future by treating the ground during the liner change with TRIOX usually acquired through a landscaper or landscaping supplier. We are awaiting her final decision but she requested a week to review. Case#[redacted]

Review: We purchased a pool liner form this company for $1079.99 before tax. On June [redacted] 2013 they came to install it and it was determined that the liner had some type of defect and would need to be replaced at the end of the pool season which is just about now at no charge to us. My 1st visit to the location in July to verifty this information that was written on the work order by the installer. I was told this isn't the case and they were going to come and remove the liner and reset it. I wrote a letter to the company stating my displeasure wityh this and I got a phone call from [redacted] a spv with Island Recreational who said this was just a mistake that in fact they will replace my liner with the samy type I paid for. At the end of August I got a phone call wanting to schedule the work for Sep [redacted], but I told them that date was no good but Sep [redacted] was good and they agreed on that date. I then asked if my liner was in and they said not as of yet. On Sep [redacted] someone showed up to install a liner that I never received yet so I called the business and asked why someone was at my house whenh #1 I didn't have tghe liner & #2 I didn't have an appointment for that day. No reasonable answer could be given, but I was told that I was scheduled for September [redacted]. Once again I asked if the liner had come in and I was told no, but that I should call back on Sept [redacted] to check. On Sept [redacted] I received a call from a person named [redacted] from the company verifying the appointment and telling me my pool must be drained as much as possible for the work to be done. I told him I had done that already. Again I asked if my liner was in and after being on hold for a few minutes I was told no it wasnt. I tghen what I believed to be a reasonalbe question. "How can you schedule an apointment to install something you don't have?" I was then told there are tow options for me #1 I can wait until spring until that liner comes in or I could get the "Mystic Gold liner" which is in stock now. I asked him what the price difference is between the liner we purchased and this one, he couldnt I the nasked him what the gauge of the liner is because the one I purchased was a 40 gauge and again he couldn't answer it. I asked why I wasn't told this prior to this call and his response was "I'm telling you now". I then spoke to a [redacted] in regards to this issue and asked him if I take this other liner am I getting compensated for the difference and he told me no. The only copmpensation would be they would pay me for refilling the pool twice. Pool has 14,000 gallons of water. The next day I went to one of their locations and inquired about the liner I have and the employee at that store told me that liner sells for $1399.00 now and I then asked him about the "mystic Gold" which is the item they wanted to install. He said that liner is a 25gauge liner vs the 40 gauge I originally purchased and the selling price on that is $479.00. That liner is $600.00 less than the one I purchased. I asked him do they have the liner I purchased in stock and he said yes they have on in stock at the store I was at and even if they didn't they could get one in a couple of days. If this isn't consumer fraud, it certainly bordering on it.Desired Settlement: I want the liner replaced with the one I paid $1079.99 for and not the other liner they are trying to pass off to me.

Business

Response:

We have spoken to [redacted] immedaitely upon reciept of this notification. [redacted] was explained the particular patter he would like to have installed is not available until the Spring of 2014 when the manufacturer will make the next shipment to us. We had offered [redacted] an alternantive pattern if he wanted install now. [redacted] has been offered compensation to refil the pool if he choose the option for Spring 2014 install since the liner in his swimming pool is holding water. All has been resolved at this time.

Review: Purchased a pool package in January 2013 and had installed in April 2013. While attempting to close out my permit for the pool, it failed the electrical inspection because the pump motor that came with the package is improperly wired. It is wired with an 25 foot AWG# 14 wire and a metal romex connector, when it should be wired with a 3 foot AWG# 12 wire with a water tight connector as per the 2008 National Electric code and the 2010 New York State Residential Code for swimming pools. When I called Island Recreational all they [redacted], [redacted] had to say was that I was responsible for local codes, when I explained that the pump didn't meet the National or State code all he said was "I'm not replacing the cord". I then went to the store location at [redacted] and and showed the store [redacted] both codes, he told me "we sell all of our pump motors with AWG#14 wire and that I would have to speak to [redacted]". I again called [redacted] and he still refuses to replace the cord and pay for a return inspection which will cost me $129.00. This business is selling non-code compliant pump motors and is putting the consumers who buy them at risk.Desired Settlement: Replace the wire and connector to meet the National and State codes and pay for the followup electrical inspection.

Business

Response:

In reference to [redacted] issue we are just a retailer not a manufacturer of products. It specifically states on the signed sales contract that It is the homeowner's responsibility to check with your local building department and obtain any required building permit... that you are aware of the codes required to obtain a permit and have or will obtain any required building permit. We at the current stime have a cord available at our massapequa retail location that [redacted] can have that is the cord he has stated he needs. we do wire or pay for electrician to swap the cord on the pump but will give the cord to [redacted] at no charge at this time. We have called and only been able to give this information to [redacted].

Review: my pool was installed May of 2014. They had to do repairs due to the liner 3xs last year. This may [redacted], the cover fell into the pool due to the liner separating once again. We lost all the water in the pool, resulting in the sand being washed out from the bottom. This damaged the walls of the pool, the bottom grade to the sand in the pool, as well as damaged my landscape. I have sent them photos and have been on the phone daily numerous times a day and I can not get them to come and repair this. The installation company that they hired, [redacted] Pool Installers : ###-###-#### also will not return calls. The 2 companies go back and forth blaming each other while my pool sits empty while the liner is being destroyed from the sun and the elementsDesired Settlement: I want my pool installed correctly with the correct parts for my type of liner

Business

Response:

The customer has spoken to our [redacted]. who has provided replacement parts and a $200 Gift certificate as a courtesy to resolve their 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:

[Your Answer Here]

I have accepted this, however, he was supposed to send the installation company to repair the pool also, which had not been done

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

Sincerely,

Business

Response:

[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 ###-###-####.

Review: Bought a pool liner in February 2013. Was installed in April 2013. In May the pool was leaking water. Service man came and could not find the leak, said he tightened up some screws. In june called again pool was leaking same service and result. Pool kept leaking all summer as I tried to find the leak. Asked them to replace the liner or fix the leak. Was told they would not do niether. The liner was supposed to be the best liner they sold. Cost of liner was over $900.00.Desired Settlement: Repair liner or replace liner.

Business

Response:

[redacted] had a liner installation performed by us on May [redacted] 2013. [redacted] contacted us May [redacted] stating he thought he was experirncing a water loss in the swimming pool. We sent a leak check technician to the residence May [redacted] whom at that time determined they leakge was from around the skimmer area. The installer returned to the residence June [redacted] and tightened the skimmer screws to stop the leak at the skimmer area at that time. [redacted] used a pre-exisitng skimmer and not a replacement. We have not heard from [redacted] since June [redacted] when we performed the last service call until this notification. Per [redacted] contract it states the workmanship "There is a Sixty (60) day Guarentee on New Liner installation only !!! We offer a leak check service for a nominal fee of $99 as a courtesy we are willing to perform this service in the Spring of 2014 at 1/2 price since this installation was within 1 year. The liner is covered on a pro-reated basis for seam separtaion decefts only, not rip, tears, or skimmer leaks. We were not provided a new skimmer at the time of the liner change and the contract specifically states #6 Older Plastic Skimmers may stripout/crack during removal / reinstallation. it is the Customers responsibility to replace them. #7 There is NO GUARANTEE on Skimmer/Return leaks after Reinstallation. The Warranty is on the New Liner Installation, NOT the Pre-exisitng Pool Installation/Pool Struction/Condition. Since a considerable amount of time has been since the last time we were at the residence a leak check would need to be intitally performed to determine the causation of the water loss if it is in the liner or the skimmer as initially determined.

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:

Number 1 the leak is somewhere much below the skimmer. Number 2 they never told me they would charge me half price for a leak check. Number 3 it is a brand new liner, the best they have and I paid for the best, why do I have to pay for it again. I think the public is getting screwed by Island recreation.

Sincerely,

Business

Response:

In response to [redacted] rejection, once we performed the 5/**/2013 service call the only issue at that time was a leak at the skimmer and we tightened up the Pre-existing skimer at that time. We have had no further contact from [redacted] until a day or two prior to this notification when [redacted] stopped into the local retail store and was told due to the time since the installation being over 4 months ago he would need to pay for a service to determine why he is losing water. As a courtesy we will provide this leak check service normally $99.00 plus NYS Sales tax at no charge in the interest of good customer service. We do not replace liners until the causation is determined since they are only warrantied for seam defects not rips, tears or holes, which has yet to be determined. If [redacted] would like to have this service performed in the Sping as of April 2014 once the pool has thawed we can proceed from there. He can contact us direct at ###-###-#### option ** for customer support.

Review: I purchased a Blue Torrent 1.5 horsepower pool pump from the [redacted] store. The cost was approximately $350.00. I was told the unit was guaranteed for 2 years. The pump operated for about 30 days and then malfunctioned, the motor runs put does not pump water. I returned the item to the store for an exchange. I was told I could not exchange the pump, I had to bring it to the [redacted] service center for evaluation. However, they are closed on Wednesday, so I would have to wait 2 days, and incur the cost of bringing it to [redacted] on Thursday, and lose time at work. They would not exchange the pump, even though it only worked for 30 days, and they have the identical pump in stock. Stagnent pool water is a health hazard, and the poor product quality has caused me great inconvenience, not to mention the cost of my time and gasoline.Desired Settlement: Exchange at local store, or credit toward better quality pump.

Business

Response:

We have left the consumer a voicemail that the pump can returned for credit toward another pump at this time per their desired settlement.

Review: We bought a an above ground pool from island recreational, the pool was installed on 3/**/14. The pool was fully installed by island recreational. The pool was used for only a few months, we closed the pool in September for the season. On or about the month of February we noticed that the covered had sank, upon closer inspection we discovered that the pool was completely empty. Nothing had fallen in the pool to cause the loss of the water. We contacted island recreational immediately after discovering the pool was empty. Island recreational sent someone to inspect the damage at our expense. We paid the fee of $130.00 for their inspector to come and as the damage. From what I was told, the inspector would write a report and give it to island recreational. We personally went to the store where we purchased the pool to see what could be done. The [redacted] on site stated that there was nothing he could do and offered to do absolutely nothing for us except credit back the $130 dollars we paid to have the damage inspected.

Since we were offered no help what's so ever, we purchased a new liner from a different company. The new liner was installed and only a few months after installing it the same thing happened. We contacted the company where we bought the liner from as well as the company who installed the liner and both told us that the issue stems from the company that originally installed the pool. Upon installation of the pool there are certain steps that must be taken to ensure that the pool will not have any issues or at least try to minimize those issues.

We have tried several times over the course of this nightmare to get island recreational to help us resolve this issue. We have never received no help what's so ever, all they keep telling us is "it's not our problem" or "there is nothing we can do". At this point we are the only ones who have list time and money. Island recreational installed everything from the beginning but has done absolutely nothing to remedy this ongoing problem.

Business

Response:

I have spoke to [redacted] in reference to the liner in the swimming pool. We explained out technician comes to examine for warranty purposes only he is not an installer to determine causation. It is also confusing the company hired to install the current liner did not correct said issue or explain what the issue is if they are a professional installation company. regardless we can issue a replacement liner at no cost without installation to alleviate this issue and re-installation would need to done at their discretion. [redacted] will think about this offer and let us know accordingly her decision.

Review: I went to the [redacted] location to buy a pool pump. None of the pumps or other "bigger" ticket items have prices or labels indicating the price or make and models of the product displayed. I asked 2 employees about 3 different models and got different prices from each of them. They definitely made up their own prices since they differed greatly.

I finally decided on an item and attempted to purchase it. One employee told me that there are 3 in stock but someone else will assist me further. The next employee told me that there were zero in stock and offered me a "similar" product for approximately 3 times the price. I then questioned the [redacted] who confirmed that there were indeed 3 of the originally requested items for sale in the stock room.

None of the sales people had names on their name tags.

BIG RIPOFF STORE - BUYER BEWAREDesired Settlement: I want a letter from Management stating why there is such a disparity in prices, why the employees wear name tags with no names and why there are no prices listed on their pumps, filters, etc at the [redacted] store on [redacted].

Business

Response:

In response to this issue. First and Foremost we apologize for the shopping experience that was had at the [redacted] location. The Store [redacted]

[redacted] will call [redacted] direct to address his concerns as well as resolve any sales issues exoerienced.

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:

Have not heard from store.

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

Sincerely,

Business

Response:

I have personally called the 347 # provided on the complaint no answer not even a proper voicemail is set up but a message has been left to no return call to us. Once again our business is a mirror of PC Richards etc all retailer operate in the same manner. Please refrain from the inaccuracies. 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:

They left a message on my voice mail telling me to meet with the [redacted] on a certain date. I will not meet with them. I just advise all customers to be aware that their pricing is not displayed and you will receive many answers from different employees as to the price. BUYER BEWARE.

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

Sincerely,

Review: Work performed by Island recreational was completely unnaceptable. First, delay with the survey site scheduled to be done on May [redacted] --> postponed to May [redacted] with the excuse that we were not home when in fact I did not leave the house the whole day waiting for someone to arrive. Day of the Survey May [redacted] --> our pool delivery got scheduled for May [redacted] but due to a change on the deepness of the hole the pool size needed to be changed from 12x17 to 12x18ft - We called on a daily basis to confirm the change and everytime we had different information, no one in their customer service department knows absolutely anything and they dont take notes of what the previous call was about. Finally on May [redacted] we received confirmation that the date of the delivery was on May [redacted] as previously scheduled. I took off from work on May [redacted] and waited for the delivery which arrived around 3pm. We were told that if the delivery was the [redacted] we would get installed the same day... which didnt happened. So, the delivery guys stated that the pool would be installed on May [redacted]. Once again I took off from work and waited all day for the installation. Nothing was done that day regardless of the 6 phone calls made. At around 7pm I received a phone call from another company (Smithworks,Ltd) stating that they would be the third party installing the pool and that I did not needed to deal or talk with Island Recreational about this business anymore...I called Island to confirm as I paid the pool/installlation which is called (white glove installation) to Island not to Smithworks... and they confirmed that indeed Island hired this company to perform the installation. Smithworks stated that they would come to install the pool on Tuesday May ** and they would do the additional hole of 2 and half foot for a total of 5 and half foot to install the pool, I needed to pay them in cash $550 for the additional hole plus $300 for soil extra soil removal. On tuesday morning Smithworks called stating that they would not be able to install the pool that day as the police stopped the truck in Garden City and the truck would be towed. I again took that day off from work ... I called Island Recreational and told them that if the company wasnt in my house by 2pm I would cancel the order and would ask for a full refurnd from my credit card company... fifiteen minutes later,,, I received a call from smithworks stating that they would be by 2pm in my house.

Indeed they arrived at 2:30pm - started doing the job...installed the pool removed a whole truck of dirt and left open the area of the pool as they said it needed to be fully filled with water before they would finish. that they would come the next morning "wednesday to finish the job" - On Wednesday I could not take a day off... so I went to work but my aunt was in the house. They came as stated... added the dirt on the spaces needed but, since they charged me additional fee of $300 for dirt removal to do this.. they took all the dirt - they did not have enough soil to cover the pool area... they removed from my actual lawn (damaging my backyard completely) to fill out the pool area... they left garbish all over the house, never connected the pump, and never installed the stairs/pool alarm. When I called Island recreational they stated that I needed to pay additional for this? - when I paid in full for the said "white glove installation" Island recreational sales person stated that all I needed to do was sit and enjoy the pool. Nothing else. Now, I have an addtional work to be done (repair the damages on my backyard) (pay for additional soil to be able to level the pool area) install the salt water system, the pool alarm, the pool stairs) - we had also pool opening date for 5/** which never happened.Desired Settlement: Need full refund for damages - repairing of the backyard grass - leveling of the area that smithworks removed dirt to be able to add for the one they took away just to charge $300.

Need someone to come and run the pump as there is 12x18x52 ft full with water and without the pump the water can be spoiled.

Business

Response:

We have spoken directly to [redacted] and have issued him a refund for his service contract after speaking to [redacted]. $759.29 has been refunded to his credit card at this time to resolve his service 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:

[Your Answer Here]

Our main complain was about POOL INSTALLATION SERVICES AND DAMAGES TO OUR PROPERTY. Not about Pool Services purchased from Island Recreational. - They service for which they refunded the money is maintenance of the water and pool for 14 week which only started this week. Indeed they refunded that AMOUNT. But our complain is about damages they did to our property with the pool installation and all the bad services received from them. there are still items not received. We are not the only unsatisfied customer and we have proof, addresses and phone numbers of the other customers. We are fully requesting a credit for the damages as I had to hire a company to fully install the pool they did not install and hire a landscaping company to add soil and repair the damage to my backyard.

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

Sincerely,

Business

Response:

We have called [redacted] whom claims there is nothing not completed at this time and we have also responded to his charge card dispute as well. He claims his wife has initiated these actions and we are awaiting her return phone call to resolve

Review: I purchased a pool and accessories from Island Recreational which came with a 10 year guarantee. I also paid them to have the pool installed. The pool collapsed during the third season and I brought all my paper work to the Island Recreational in Deer Park. The entire inside of the pool wall had rusted out. There was absolutely NO rust anywhere on the outside of the pool. I was told by the [redacted] that, yes the pool was guaranteed for 10 years but, the pool wall was guaranteed by a company in Japan and I would have to contact them. She also said the liner was also guaranteed for 10 years but that was another company and they probably would not cover the liner since the liner ripped due to the pool collapsing. I was given an email address to contact the Japanese company, [redacted]. I did and was given a ticket number and told to send pictures. I was sent a paper that indicated rusting of the inside of the pool wall is due to faulty installation. I complied by sending pictures and have never heard from them. I followed up with numerous emails and the ticket always said case open. I was not given a phone number or address for [redacted]. [redacted] told me I could ONLY contact them through email. I went back to [redacted] and she refuse to give me a corporate phone number or address. She insisted there was none. I tried on many occasions to call the Island Recreational number but was offered no assistance. I went to the store on [redacted] and showed all my paper work to the [redacted]. He told me he would work with me on buying a new pool and I should come back the next day. [redacted] was not there. Spoke to another [redacted]. He called [redacted] who [redacted] explained to me was the top [redacted]. The call was placed while I was with [redacted]. [redacted] related my problem to [redacted] and [redacted] requested that I send pictures to [redacted]' email. I sent a picture file containing over 20 photos. I have emailed [redacted] 4 times and I have gotten no response. No one responds even after I comply with all requests. No one will give a phone number to discuss the issue with anyone in the corporate office. I have been very patient and I continue to get a run around. It is disrespectful and rude to ignore any customer.Desired Settlement: I have a long established history with Island Rec. I have always had a pool and want one now. I realize we used the pool for three seasons but as it was not installed properly and I purchased the pool with a 10 year guarantee I am hopeful to find a mutually satisfying solution. I would hope they would greatly discount a new pool which I would purchase and I want them to install it free of charge as that is what the problem appeared to be. I appreciate any assistance you can give me to rectify this situation

Business

Response:

The swimming pool in question does have a manufacturers warranty, Rusting is not a defect in installation. Installation is simply the labor to install the structure and is covered for 1 season. the manufacturer is named "[redacted]: aka [redacted]. The warranty is processed through their website [redacted]. Generally a claim takes 4 to 8 weeks for a resolution. We c an only offer a discount off a replacement pool as a courtesy since a pool was purchased previously as a courtesy but in no way can process a claim on behalf of the manufacturer.

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] Island Recreational's solution was to send me a copy of the [redacted] guarantee and claim form. Island Recreational continues to refuse to have a [redacted] contact me to address my claim in regards to a product they sold to me. They did not answer any of my concerns. They sent a claim form to file with [redacted]. I have already established a claim with [redacted] and they have not responded either except to send me a form paper that says that rust in the inner wall is due to faulty installation. The issue in my complaint was that the installation, done by Island Recreational, was faulty and caused the wall to rot and rust from the inside out. I need to discuss the matter with the corporate office of Island Recreational. Please be advised that I have scheduled an appointment to discuss this matter with an attorney who will advise me as to the most appropriate way to pursue further action against Island Recreational.

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

Sincerely,

*

Business

Response:

Once again the swimming pool is warrantied by the manufacturer. It is not an Island Recreational warranty. we are simply a retailer and the warranty is pro-rated and over time and usage will not have a 100% cover for its lifetime. The labor is warrantied for 1 season and since the pool was installed in 2009 it is 5 years past the warranty period so the installation is no longer covered at this time.

Review: this pool company I purchased a complete pool and installation with a salt generator system that cost an additional 900.00, I paid a total of 6000,00 for pool and install, 1 and a half years later the salt generator failed , I called them and they told me it was covered under a warranty , but I would have to pay a service call fee of 138.00 , which I did pay at the store , they sent a technician out to look at the system and wrote a reportt stating the unit was defective. when I brought the unit to the store they told me they did not have the authority to swap the unit that they would call me in 24 hours , 3 days later no phone call I went back to the store and was told by the [redacted] that they would swap the unit but needed authorization from the [redacted] , he would call me in 24 hours , 3 days later no call still , I called there offices today and was told that only a portion of the unit was covered ansi would have to pay for the flow switch which I agreed to , I went back to the store and was told my account was not noted that and there was nothing they could do , I went home and called again and was told the [redacted] was on vacation and would cal me on thursday of next week ,Desired Settlement: I just want them to swap my unit for a new one , all I get is the run around , I have been in the store 4 times in the last 8 days and have spent in 10 years a total of 16,000 , 2 pools and filter systems salt system and many chemicals and supplies . this company has a reputation of poor customer service and I was told when I purchased this salt system that there was a 5 year warranty , now they tell me its only a 2 year warranty and the story changes each day

Business

Response:

We have spoken to [redacted] and explained that we have submitted his issue for review with the [redacted] who will be back in our facility towards weeks end and will address [redacted] issue immediately as explained in the phone conversation he had yesterday with the customer service [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:

the business claims they contacted me but has not since the claim was filed I have contacted them at least 3 times only to be told that [redacted] in not in and he's on vacation , each time I call them they tell me a different story, no one in that office will even call me back , the last person I spoke to kinda laughed at me , horrible service , they haven't contacted me at all since this claim was filed, please help

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

Sincerely,

Business

Response:

The unit was purchased in 2012. To settle this matter with the customer Island will offer the customer a CHECK refund for $299.00 for the issues the customer has had with the product. The CHECK refund once approved by the customer will take 14-21 business days to process and will be mailed direct to the customer. The customer will have to sign a release agreeing that this matter has be resolved and case has been closed. We will move forward once the Revdex.com and customer contact us.?

Consumer

Response:

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

Sincerely,

Review: We purchased a filter and pump from them the filter was broken and had to wait 5 months could not open our pool then the next pool season tried to open the pool our brand new never used pump was not working so we took it back to them to get it fixed and it never was fixed properly didn't work by that time pool season was over so now we tried using it again and low and behold not working tried to take it back to the store for a replacement since it never worked they said no out of warranty but this product never worked to begin with we complained numerous times with no help customer service was horrible.Desired Settlement: We just want a pump that works a store credit or a replacement never was able to open our pool for 2 seasons after spending a lot of money with this business we are so unhappy and disappointed

Consumer

Response:

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

Sincerely,

Review: After answering an ad for a pool closing, scammed into purchasing extra. Pool not closed last week as scheduled. No good reason given. Rescheduled for today...told I have to purchase more things. I know I'm being scammed. Please help. Unprofessional people on the phone when looking for resolution.Desired Settlement: I want to get the service I paid for and not told to purchase more in order to get it.

Business

Response:

Tell us why here...The customer purchased a 12x16 pool cover. The pool is 18x33. 1. the cover is too small to close the pool with2. has NO skimmer plate3. no cable4. no plug for lightcustomer was given full refund for what she paid for close.

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 MESSAGE FROM BUSINESS states:Tell us why here...The customer purchased a 12x16 pool cover. The pool is 18x33. I purchased a 12x16 pool cover on that day for another pool. I have an existing 18x33 pool cover that I have used for two years and is in excellent condition. No where on their ad does it say I have to purchase a pool cover that I intend to use on the pool that I'm closing. Island Recreation was apprised of this and agreed to use the existing cover but never did.1. the cover is too small to close the pool with - THERE IS AN 18X33 COVER FOR USE TO CLOSE THE POOL>2. has NO skimmer plate - ALL NECESSARY PARTS ARE LOCATED BY THE POOL ALTHOUGH I WAS NEVER TOLD WHAT WAS NEEDED. I WAS JUST TOLD TO PURCHASE A BALL, A COVER, AND THEY WOULD DO THE REST. THIS NEVER HAPPENED.3. no cable - CABLE FOR WHAT?4. no plug for light - ELECTRICITY TO AND FOR THE POOL ARE ALL VISIBLY LOCATED IN THE POOL AREA.customer was given full refund for what she paid for close.I HAVE NOT BEEN GIVEN A REFUND. I WOULD LIKE PROOF OF THIS AND THE DATE IT WAS GIVEN. MORE LIES FROM ISLAND RECREATIONAL.

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

Sincerely,

Business

Response:

The refund was given at the time the response was written, on 9/**/15.

Review: I purchased a new liner from the [redacted] store May **, 2015. The installers were supposed to rake the sand before replacing the liner. They claimed they did. We filled the pool one foot each day at their recommendation. When we finally used the pool, I could see that they did not rake the sand at all and that it had all the same indentations that had occurred from our previous liner which had a tear in it. About two weeks ago, I noticed the pool losing water. I called the store and told Kemp at the store the sand was never raked by their pool service company to begin with. A guy came and tested the pool and claimed their is a hole in the new liner. The store claims they do not warranty a hole but the hole is a result of their service company not doing their job to begin with. The customer service guy on the phone on Saturday, August *, 2015, claims it is our fault because we must have needed new sand to be added and that is why even though they "purportedly" raked the sand before install, the same divets and craters occurred in the exact previous locations! That is preposterous. I told him - you guys are the experts, if new sand was needed, your men should have told us! We added new sand two years ago when we replaced the last liner after hurricane sandy. we bought our pool pump and cartridge filter from island recreation two years ago and just bought a filter cartridge in June, 2015. The new cartridge is now broken also. They also tried to claim the hole is from out ladder because it does not have a mat under it - yet the ladder is not near the hole because the crater was there before we put the ladder in the pool! we had to put the ladder in away from the crater to prevent any issues. We didn't call initially because there was already 10,000 gallons of water in the pool when we realized their horrible, shoddy service. we felt the problem with the sand under the pool could not be rectified at this point. We never thought it would result in a hole in the new liner.Desired Settlement: I want the liner replaced or refund. It is less than 2 months old. This is ridiculous and unacceptable.

Business

Response:

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.

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 ladder was never placed near where the hole occurred. The deep divot was there before we put the ladder in pool. The Ladder was placed as far away from deep divot as possible. Our ladder of 8 years has never caused a divot or hole. The response is completely unacceptable. The deep divot was there because Island Recreation installers never raked our sand prior to installing new liner. The entire bottom of the pool after installation had divots all over it which shows installers never did their job of taking the sand prior to installation.

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

Sincerely,

Business

Response:

Tell us why here...To end this matter quickly Island will warranty the liner at N/C. We do not want to go back and forth because the hole is under the ladder and there is NO mat.The installation is NOT included.?

Review: ordered a filter back in februrary was told to call a few days before instillation to pick up product. called several days ago to the store prior to pick and was told it was in stock. instillation was set for tuesday the [redacted] between 1-5. received phone call today regarding pump for filter not being available and was out of stock and would not be in until end of next week past the instillation date. when I called over to customer service to explain to them that I called in advance to pick up product and was told it was in stock and that it was ordered back in februrary as well as my husband and I having extremely tight schedules which is why we booked the appt in advance as well as paying someone to open the pool and which happened to be non refundable. I was told by [redacted] in customer service dept. "that's not my problem." as well as when if there was a supervisor I could speak with that there was no supervisors that I could speak with and I would have to call the store. When asked for the stores number [redacted] stated there was none. called main number and spoke with [redacted], a supervisorwho also stated there was nothing he could do to help resolve the issue.Desired Settlement: adjust cost of filter due to delay and timing of season as well as compensation for loss of money for pre scheduled pool opening

Business

Response:

We do sincerely apologize the pump in question is on backorder as explained to [redacted] when we called her and left a message with the information. We have re-scheduled the appointment based on anticipated arrival from the manufacturer or We can process a full refund for the order since no equipment has left our facility as of yet. We do apologize but it is a manufacturers delay on the pump we do have the filter tank on the order. We just Need [redacted] let us know how to proceed with her order with us. We have left a message on the number provided ###-###-#### to no avail...

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]

It is now pool season and you have left me no choice but to reschedule. As you can see in your records, instillation is still pending, a second appointment was made. I am not asking for a full refund but to be partially compensated, a minimum of 10-15% off for all the delays in service that was previously promised to me and for all in inconvience your company has caused to both my husband and I. As stated in the previous complaint the filter was bought and paid for in full for back in Feburary. There should be no reason why the product shouldn't be avalaible. I called in advance just as was told by your sale person to make sure the filter was avalaible for pick up and was told it was. My question to you is why was a product that was previously purchased sold to someone else? How is that good customer service? Sadly this is my first time dealing with you company and you failed to leave a good impression. In addition my husband works for the [redacted] and I work for one of the biggest [redacted] systems in [redacted]. I have no problem as well as my husband, sharing my experiences with your company as well as letting them know how you care for their customers. Island Recreational is not the only pool company on the island. I hope you will reconsider.

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

Business

Response:

In response to the above complaint [redacted] called in and stated that the filter syatem was not was not connected in which it was in the 1st appointment. [redacted] stated he was a [redacted]r and would hand cuff my self as well as staff and "Beat Them" [redacted] proceed to use abusive, inappropriate language etc.. the installation has been completed and island will not return to [redacted]s residence after these Threats were made to us directly. 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:

[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,

Review: I purchased a pool filter and new energy saving pump in June 2014. I requested a DE type filter and was directed to a cartridge filter. I was told it was easier to use and filtered down to 2 microns. After having trouble keeping the pool clean I did research and discovered the best this type of filter could remove was 5 microns. I went back to the store and challenged their signage and sales pitch and was told that it was what they were instructed to say by management. In addition, the pump had to be installed by an installer to get a $100 credit from [redacted] for the energy saving 2 speed pump. The installer warned me that people were not getting their rebates and were complaining about the filter. I called [redacted] today looking for my rebate. When I last called Island Recreational I was told it would take 6 to 8 weeks which has passed. [redacted] said they had no record of a submission. When I told them the company name they said they "had calls from other customers with the same issue from Island Recreational". I have photos of there in store postings claiming these cartridge filters are better.Desired Settlement: I want to return the cartridge filter and energy efficient pump.

Business

Response:

We have left [redacted] several messages that we need a copy of his [redacted] bill inclusing account number and customer id to process his [redacted] rebate. [redacted] does not return out calls thus we cannot process the rebate with the information. [redacted] can forward a copy to the store of purchasze or fax to ###-###-#### or email a scanned copy to [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 reason I couldn't find a fax receipt was because I emailed them directly to the person who called. The email was sent attn. [redacted] or [redacted] dated June **, 2014 with 2 attachments - both sides of my [redacted] bill. As always they misrepresent the facts. Attached is my email and what was sent. I could forward you the exact email. I should not have to wait another 8 weeks for my money due to their error.

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] I have received nothing from them by mail. I spoke to them on the phone a number of times. They told me what they needed and told me to email of fax. I emailed them the information they requested to the email address they said too. I sent Revdex.com a copy of the email with header and date. I gave the installer the information he requested. I am still waiting for my $100 credit for the filter that doesn't work and was sold with misleading information and signage at the store. In addition, [redacted] told me they have received a number of calls for the same problem.

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

Sincerely,

*

Business

Response:

The proper paperwork to file the [redacted] rebate has been received from the [redacted] residence as of September **/2014. We have processed and mailed the completed submission to [redacted] as of September **/ 2014. It takes [redacted] 4 to 6 weeks to process the submissions due to the large response to the program.