Island Recreational

Review: liner was installed with multiple holes. called to have the problem dealt with. company claims that they were caused by the vacuum. they have been there since the first day of installation and is impossible to be caused by a vacuum.Desired Settlement: I want a new liner installed

Business

Response:

The liner in question has a warranty for seam defects only not rips, tears, holes, water loss and chemicals. We installed the liner in June of 2013 and did not receive any contacts until this season that there was an issue with the liner. Per the inspection the liner does not have a seam defect thus not covered by a warranty.

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 had noticed the pool leaking IMMEDIATELY after installation, but since we has such a dry summer chalked it up to evaporation. ive added gallons of water since day one. I called island rec in January since I knew there was nothing they could do until the spring when it was warm enough to get in and look at the pool. I also paid $49 to have someone come out and inspect the liner, he didn't even finish, just said there were pin sized holes on one side without inspecting any of the other sides. They blame the vacuum, but I use a robot which doesnt get that high up the wall, and the problem started right after the installation.

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]

That is all well and good, but I just spent a reasonable amount of money for the installation of this one last June. I can't see how that justifies the fact that I have a defective liner that was installed. I respectfully ask for a 50% discount in installation. you are technically giving me 25% off of the total job. the labor is what is costly. I still don't think I should have to pay for anything since it wasn't my fault the liner was defective - it should have been thoroughly inspected when originally installed.

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

Sincerely,

Business

Response:

In response to the rejection the 75% off a replacement liner was a courtesy since the original purchase was 12 months ago. Labor is something that can not be compensated even by a warranty. No defect has been determined to be in the liner nor the installation.

Review: Buiness address changed to [redacted]. On 6/*/14 purchased A/G Leak check find&Fix for $228.10 Were told if nothing was to be done we would receive credit on our card. ON 7/**/14 Man came cked our pool detected NO leaks and were told to call store for the charge card to be reissued credit . 7/**/14 @9:11AM called store was told will refund back onto credit card nothing happened. 7/**/14 @2:22pm spoke to a girl who said she would take care PERSONALLY of we "should" see it on on our card 3 days nothing happened. 7/**/14 @3:29pm spoke to [redacted] said in 2 days it would be credited back. Again NOTHING 7/**/14 @10:32AM spoke to [redacted] who stated [redacted] the [redacted] will have the "[redacted]" approve it when he gets in at 12:30 and would take 30 mts will see it on our card. NOTHING again happened. 8/*/14 @3:31pm spoke to [redacted] AGAIN stated it was processed 7/**/14 I told him it was not on our card,and got a littl gruff saying it was. At this point I feel we are never getting any money back. We Paid UPFRONT as were told we had to for this service and did in goodfaith. It should not take an entire Month now going on two mths to credit my card.Desired Settlement: After all the calls and time put into ths I would like to see the $228.10 which includes tax back on our card. There have been way too many excuses and promises and I feel like I have been mislead.

Business

Response:

Upon receipt of this notification the [redacted] location has issued a charge credit on 8-**-2014 @ 9:53am of 108.63 back to the card ending in [redacted]. This has been processed as requested the card carrier can take 72 hours to post the credit on the card. We apologize for any delay but hasve processed the requested credit.

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: In April of 2015 we went to Island Recreational in Deer Park, NY to buy a pool. They insisted on a $1250.00 deposit to sent some one to do a site inspection. aid on our Master Card. In November I contacted them fr a refund as we decided we did not want the poo. In December I went there physically and was issued a check voucher and was assured a check would be forthcoming in two weeks. In February of 2016 I began making daily calls to their "call center" as I was told that noting could be done at the stores to help me. I M GETTING ONE EXCUSE AFTER ANOTHER AS TO WHY I HAVE NOT RECEIVED MY REFUND. I have a lit of whom I have spoken with as wells as the dates. I also have a form stating the refund would be forthcomingDesired Settlement: I want my money returned

Business

Response:

The $1,250.00 check will be mailed out Certified on Friday.

Review: I purchased a new above ground pool two years ago. (2/**/13) The liner of the pool has totally lost its color at the bottom only. Called Island Recreation and had to send pictures to show proof -this was back in early June. The INTEGRA liner has a lifetime warranty including labor to install. I still have all original papers/receipts. Chris at Island Recreation agreed that something was wrong with the liner. He first told me would have to pay to have a new liner installed. I read him my warranty which I had in hand and he said oh you must have an old warranty. Not true cause they still advertise that same deal. But lets move forward. As per Chris, I was to get a call to go and pick up my liner and installation department would call me to set up a date to have the new liner installed. He said about a week or so. So right after July [redacted] week. I called to check and they told me sorry no liner in stock. Well if that was the case they would be out of business cause any business would keep stock of their most necessary items during peek season. But still I gave it another week. Called again and again in total 8 times and have yet to hear back from Chris with a date or even the possibility of picking up the new liner. Ever time I called asking for Chris I was told he was either not in or on another line. I even spoke to another manager Kempt and he was going to leave Chris a message on his desk so when he would return tomorrow he would see that I called again.Still have yet to hear from them. I am entitled to a new liner and the installation free of charge. I would appreciate it if you can assist me in any way possible.Desired Settlement: I would like a new Intregra liner and it install by Island Recreation as promised in the warranty and by Chris on the phone after photo proof was provided.

Business

Response:

The liner will be changed on Friday 8/*/15. The pool must be drained for this appointment. The installer will bring the liner with him the day of the installastion. The timeframe will be given Thursday.

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: first of all the eMAIL they sent you was different then the one I received. No one contacted me to give a time of installation on Friday. Friday comes and @ 7:30 a.m. the installer arrives. Great!!! No he doesn't have the liner. He (jay the installer) (it is subcontracted out to another party) clearly stated that the installer NEVER BRINGS THE POOL LINER!!! He leaves cause he says can't do anything without the liner. Explain the situation to him(Jay) and he states that he NEVER heard of Island Recreation do a free installation always get it prorated. Meanwhile having a Sunday outdoor brunch with 20 people attending with small children - now no pool and he said he won't be able to come back today. Tried contacting Island Recreation via voicemail and email. They don't open till ten. They didn't call back finally get through to them by 10:20. They now state that the installer said pool is in the ground . First of all the pool is an above ground pool. You can't put above ground in the ground. ISLAND RECREATION did the installation two years ago. So they installed it wrong to begin with?? We paid for "white glove installation" an extra fee. We had to send them more pics. Remember the pool has close to$500 worth of water is now out of the pool. You can't leave a pool like that (without water) or else if we get bad weather you can damage the pool. Then they claim pool is caving and the dirt has to removed from the wall. The pool is NOT CAVING. They state they can't install the new liner until the wall is fixed. But now not concerned about it being in the ground anymore if that was an honest complaint which it isn't cause again its an above ground pool that they installed. The story is they never planned on installing the liner and continued to look to create a problem. My husband went into the store and picked up the liner and even in the store the workers CLEARLY stated that this happens all the time. We are not the first that has heard this type of garbage. I proceeded to check out their reviews and they have HORRIBLE reviews. They do not stand by their products and advertise false information. I have asked to speak to the owner "Tony" but he has yet to call me. I wonder why? [Your Answer Here]

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:

They are the company that installed my above ground pool. We have not touched the pool. Frankly this business has so many complaints against it it should be given a negative credit rating. Look at [redacted]. The truth is island recreation never planned on putting in my new liner. If they did the installer would have been given the liner. Please note I was given two days notice to empty my pool. We did it. Pool was emptied and could not stay like that especially here off the water with the winds. Pool would have had damage. The installer clearly stated that they NEVER does liner replacement without collecting money no matter what the warranty says. I could not leave my pool empty HUGE liability especially when I was hosting a large Sunday brunch with small children attending. So my husband picked up the liner and we paid a third party $250.00 to redo the pool. I would like that money back from Island Recreation. The installer said he couldn't come back till Monday. Honestly what could I do? Over $400 was already spent on catering for the brunch. This is a very shady operation. Don't let them fool you please!!!!

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Sincerely,

Business

Response:

[redacted] sent in pictures of a FADED liner. The liner is NOT made by Island Recreational. After viewing the pictures and seeing the liner was faded we processed a warranty order (19-*-129). The customer has to pick up warranty liners since our installers travel in their own cars/trucks. We entered a NO CHARGE order for a liner change. When the installer got to the house the customers pool is 1.5ft buried in the ground. The pool is a roll wall pool designed for above ground use. The installer did not do the liner change because the wall should be dug out prior to taking apart the frame of the pool which is needed to do on a liner change. The customer was called and explained this and said he would do it himself. The faded liner was the issue and we provided a new liner to the customer right away. The customer NEVER informed us their pool was buried in the ground. The customer purchased the pool 2/**/13 and it was installed 5/**/13.

Review: I brought a new 18 foot round pool from their [redacted] location and had them install it. First it was installed wrong and the liner was put in wrong. Since the pool was filled with water they stated it would have to been done next season, and that they will contact me. they never did. I havd to contact them. they finallly came down after several weeks and made me empty the pool. I did and and they sent 2 men to fix liner. they did not fix it and I was wronly told to fill back the pool. they also broke a part on the skimmer. they refuse to take a report and fix this the proper wayDesired Settlement: fix liner, pay me for all the water I had to refill pool with and replace skimmer they broke..

Business

Response:

[redacted] requested a service call in ref to wrinkles in the liner. we provided a service to re-trowel or smooth the floor as best as possible thus an above ground pool will never sit perfect and may have small packing fold or wrinkles evident in the liner. We as of June [redacted] 2014 had a technician replace and install a new skimmer per [redacted]s request. As of 6/*/2014 all services have been rendered as requested.

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] They did attempt to fix liner floor but to no avail. The worker stated that it was due to bad installation and that there were way to many wrinles in the liner. I am requesting that the liner be reinstalled and not make light of the situation. I paid for a service and was not told that there would be wrinkles on over half the pool floor. I have had 2 pools before this one and have not had any of these problems. This subject is ongoing and needs to be addressed.

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]

They offered 200.00 dollars. I am requesting that the liner be replaced and that the warranty go to new liner.We are not even close to what the liner is worth.

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

Sincerely,

Business

Response:

We have an agreement with [redacted] for a partial order refund of $200 in regards to the alledged wrinkles in the liner

Review: We purchased a filter with partial payment on a credit card and the rest cash. I was issued the credit on the card but was told I had to wait for the check to be mailed to us.

I waited 6 weeks and still not check only to find out that they never processed the check refund but applied it to a store credit by accident. This was in part to the fact that the

person who was doing the refund had no clue as to what he was doing, I called numerous times to find out where the check was, only to be told that we are trying to contact

our accounting department to see when they can cut us a check. They take my cash and make me go crazy to get it back. the item we returned was not even opened since we could

not use the filter because the lining was leaking.Desired Settlement: I would like them to give us cash back instead of waiting for the check. to have them give us a complimentary anything would be futile since we no longer own a pool.

I also want their policy to changes, stating that if you pay cash, you will get a cash refund instead of waiting forever for a check that never comes.

Business

Response:

We are trying to assist [redacted] but the number provided is a number to csu industries and we have been unable to reach [redacted]. In reference to the customer expiernece it is stated on our return policy a cash purchase would be refund be check from office in 2 to 3 weeks. We would need the purchase information or order number to locate the refund in question. The telephone number provided does not locate the purchase information.

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 check was finally issued after SIX WEEKS. It was for customer [redacted] who had to go and pick it up himself.

The staff is incompetent and your return policy is ridiculous. We were told lie after lie regarding our refund.

When asked where there Accounting Dept was so I can call them directly, I was told that they didn't know where it was.

REALLY!!!!!!! The stupidity is amazing!!!! Then to find out it was in the store that I purchased the merchandise itself.

Unbelievabley unprofessional. It will only be a matter of time that you will read that they have gone out of business.

Customers should be warned NEVER TO DO BUSINESS WITH THEM.

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

Sincerely,

Review: I purchased a variable speed pump from I R for $846.18 on 8/**/15. I returned said pump a few days later (after paying someone to mechanic install it and an electrician to put a 220 plug on it) as it tripped the GFI switch on the Breaker (GFI is now REQUIRED for all pool pumps). I was given a new pump (under warranty?) and this time was able to schedule my free installation. After taking two days off I met with their installation person. The first time he came when I was not there and did not call me nor did he install the pump. When I called "customer service" they told me it was because I had 2" piping and the pump I bought was 1 1/2", though I got the Hayward that malfunctioned from Island Rec as well and the salesman assured me the pump I bought was a perfect replacement for the Hayward I bought three years before. In the meantime I got my mechanic and electrician to connect the second pump and scheduled the I R installer just to ensure everything was working right. The second time I met the installer. He showed me that there were TWO reasons that he did not install the original pump - the aforementioned piping issue AND that the pump was defective as it tripped the GFI! The second fact was conveniently missing from the official report at the store. I asked him to prominently state that the second pump tripped the GFI and when I returned the second pump, the official record in the store again had no record of the second defective pump. Shame on I R for fooling me twice but shame on me if I allow them to fool me three times. I returned the second pump and said to re-credit my charge card. They refused and also initially said I could not warrantee it either because they warrantied it already Duh, they warrantied the first defective pump but not the second defective pump. I wanted no piece of a warrantee anyway due to the defect in engineering of this particular make. I left the pump when after a very heated discussion they did the impossible... they warrantied the second pump. They also stated that it is impossible to return the pump for a refund but reading some of the 105 complaints registered with the Revdex.com, their management admitted that the individual stores are empowered to make that decision. BTW, my Electrician told me that someone had installed a plug on the 1st pump (there was scractch marks on the housing for the plug) and must have returned it as defective.Desired Settlement: I have already gotten my credit card company to charge back the purchase, but based upon I R's prior extremely poor handling of this up to now, I fully expect that they will reject the Charge Back.

I want this to be fully credited back to me and I will then determine what further action I will take regarding all the mechanic and electrician bills that I have because of their defective product.

Business

Response:

Tell us why here...the customer can return said pump to store for a full refund.

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 pump and solar

Cover from this company on Memorial Day weekend. We were told the cover would be in within 10 days. 10 days later- nothing. We called again a few days later and still nothing. We decided to go to the store and found out they are no longer stocking this solar

Cover. However, the call center had no knowledge of this and kept telling us it will be here in a few days. We then had to downgrade and get a less expensive cover they had in the store.

Next issue- the pool pump was supposed to be installed on June [redacted] and we were told by the store no one needed to be home. My husband received a call

On the [redacted] saying they weren't coming because no body was home. The installation was rescheduled for June [redacted]. Prior to the installation, our previous pump was working, electricity and all. After install, the new one had no power. They weren't willing to do anything about this and left us with a non working pump. For days we went back and forth with them. They told us we need to hire an electrician and if it's the pump that isn't working we need to uninstall it ourselves and bring to a location 30-40 minutes away and they'll need to check it. I stated this was unreasonable and the representative was very rude. The only way this issue will be fixed is if I hire an electrician and bring the pump, which we would need to uninstall ourselves to the repair center. Then if nothing is wrong with the pump they do not reinstall. We would need to reinstall ourselves! This is the worst customer service I have ever experienced and you can never speak with a [redacted] or anyone in charge. I'm highly disgusted with the way we were treated. Also , we were told we could be getting a pseg rebate and they have yet to give us this. I want this fixed!Desired Settlement: I want this fixed, and I do not want to be charged for an electrician. They wired it incorrectly. I want someone to come to my house free of charge to fix the damage they caused.

Business

Response:

We have spoken to [redacted] and explained electrical is not part of the sale they technician charged $20 to swap over his cord from the old pump we offered [redacted] a $20 gift certiciate to resolve his issue [redacted] Has declined 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]

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

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

Sincerely,

Business

Response:

A copy of the manual and quick start guide has been emailed to the email address provided on this notice. We will issue a $20.00 refund check for the cord installation to resolve this issue at this time. Thank you.

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,

Could you please mail check to address on file?

Review: MUST READ THIS REVIEW BEFORE SHOPPING HERE...

I went to Island Recreational to purchase a pool. I picked out the pool I wanted, liner, pump, etc. On the day the pool arrived and was being installed, I noticed that is wasn't the pool I ordered, nor the pump, I called and they assured me the other pool was out of stock, so they upgraded me. Pool was up and they were installing the ledges, I overheard the installers saying these were not the correct ledges for the pool, they made a call to Island rec, the person on the other end said make them fit... so I watched them as they broke tabs off caps and just screwed in caps and made them fit needless to say after a month the caps just kept popping off 1 by 1. Also noticed that skimmer started pissing out water and pool was in even. The techs came back, re leveled the pool, told me I'm responsible for the price of all the chemicals to start the pool up again, gave me a new smaller skimmer, telling me that other skimmer was discontinued!! Then they proceeded to caulk the caps to the pool!!! That lasted 5 months before they started falling off. Oh the new skimmer they put on, the screws are rusting now and dripping rust stains on liner. Finally they sent me new ledges and caps, THE SAME ONES ONLY NEW.. again after a while the caps fell off 1 by 1. Now, start of season 3 headaches, they FINALLY send the right ledges and caps, so I went to buy a sand filter from [redacted] from [redacted] and [redacted]. I told them the model pump, spend 300 on new sand filter which I was assured would fit, guess what, missing an adapter to hook up pump, went back to store [redacted] gave me the adapter, I went home, don't fit! Went back to store fter research he tells me the pump is discontinued no parts in stock, gives me part number and tells me to research online and purchase yourself!!

.

Update, went back again to try and reason with [redacted] or [redacted], basically [redacted] told me again there was nothing he could do for me, the review on [redacted] means nothing to him, he found the part I needed, he told me I must order it online myself and pay for it. The real guy I need to speak to, the owner of this terrible company who actually won't take any phone calls or speak to his customers in person because he hides, he has reason to hide, just [redacted] all the complaints Island recreational has against them, anyway I was told to send a letter to [redacted] who is the owner of this wonderful company!!Desired Settlement: Origional.pool I ordered

Full refund and take pool down, we can't use anyway

Business

Response:

[redacted] has a pump purchased in 2013 from the Manufacturer [redacted]. The model is no longer sold by Islandrecreational. [redacted] is welcome to purchase the additional adapter required by an alternate dealer or through the internet but it is an item we do not carry at current time. We are only a retailer not a manufacturer. We do apologize. We also in 2014 had the manufacturer send [redacted] a set of top ledges for his pool and had them installed as well. ?

Consumer

Response:

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

[Your Answer Here]

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

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

Sincerely,

Business

Response:

At the current time we have ordered an adapter need by [redacted] for his pump to resolve this issue at the current time. Once the desired part arrives to our facility we will contact [redacted] to pick one up at no charge as a courtesy to resolve this issue. Thanks

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]

This is not a resolution to the problem. Island rec does nothing for the customer until further action is taken. If there was 1, 2, 3, problems with the pool, and they were resolved in a timely manner that would be a different story, as you can see by going back and forth they kept refusing to order this part for me, and I was responsible. They look for the cheapest solution to fix the problems, fixing their mistakes with cheaper screws that rust, siliconing in caps and ledges that don't even belong to the pool and pump I didn't let order, substituting a cheaper pool, was supposed to get a blue torrent pump instead they gave me one that they had to get rid of because it was getting discontinued. I want restitution, ordering me a $5.00 part don't make up for all the damage done and all the times my kids couldn't enjoy the pool. I gave them an attitude after they refused to pay for the part in the first place, stood in the store and told them they need to get me this part, I refuses to leave, they told me get out or the police will be called!! Really, now you want to spend the 5.00 for a part after all the aggrevation, no good!! This will not be resolved by this part, really, stop nickel and diming me, I want this pool down and money returned... it's a lemon.

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

Sincerely,

Review: I have a 25 round pool. requested winter cover for it. received purchased and brought home. attempted to put on my pool and was way to small and did not fit. tried to return it to store and get correct size. was told I would have to purchase another cover. they tried to tell me my problem wrong size I should know what I need. Explained you are the pool store I come and ask you for your expertise. told you size of my pool and you handed me the package with the cover. I asked three times is this the 27 as there was no marking on the package to say what size it was. refused to take back wrong size cover. then offered to give me $50.00 for the $100.00 cover and then told me I need to spend another $139.00 for the correct size cover. After agreed was then told they do not even have the 27 cover I need. The women helping was very rude, yelling and degrading to me and kept trying to sell my a different type cover even after I explained to her why I want the cheap cover and not there most expensive cover as branches and sticks from oak trees from neighbors yard keep making holes in the cover every year and then I have to purchase a new one every year. She even told me I could sell the cover to someone else she was not going to do it.Desired Settlement: Take back the 24 cover and refund me the full purchase price.

Business

Response:

We have spoken directly to [redacted] in ref to the her issue with the pool cover. Her pool is not a standard size and claims the 24' cover with 3' of overlap will not for her 25' pool. We as a courtesy will accept her cover back for a refund at this time as long as it is in re-seable conditon along with all of the original packing material.

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 am still waiting for my refund check, was told would be issued within two weeks and its been 3.5 weeks.

Sincerely,

Business

Response:

In regards to the attached complaint refund checks generally take 10 to 14 business days. the check is being mailed usps first class mail as of 10/**/2013 and they will recieve in 2 to 3 business days maximum.

Review: A pool purchased in 2009 that was installed improperly resulting in a hole in my pool resulting in rust damage. I would like to be fully reimbursed for the repairs I had to do due to Island Recreational neglect.Desired Settlement: Refund-Gift Card/Store Credit

Business

Response:

Warranty claim processing is handled direct through the manufacturer. You can contact the manufacturer at their website [redacted] . I have attached a copy of their warranty card for your review. 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]

As stated in the warranty provided improper installation is NOT COVERED!!! The rust was caused by an installer making manual holes into the Buttresses to make decking line up causing water to leak between the liner and pool causing rust.

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

Sincerely,

Business

Response:

A swimming pool warranty is like any other product in the world. The manufacturer is responsible for warranty coverage. Island Recreational is only a retailer not a manufacturer and cannot process a warranty claim. The issue is within the product not island recreational that is why the manufacturer is processing a claim. We are sympathetic to the situation but can only direct a consumer to the proper channels to get assistance.

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]

Once again I bought the pool from Island Recreation they must stand by the product they sell when something goes wrong especially since the damage was caused by them. I don't feel like I should have to pay one dime to have this pool fixed. Your asking me to pay 500.00 to have wall shipped plus pay for shipping plus pay for someone to install. Does not seem fair to me and I want people to know how Island Recreation did me wrong. I am also planning on suing to get my money back.

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

Sincerely,

Review: I purchased a semi inground pool, from the first day we complained about the cake tier ladder. called about it, nothing was done. The rubber around the ladder peeled off, which caused the sharp corner end, to put hole into liner. Called Island Rec & got several different stories from each manager & customer rep. We were told new liner would be installed. We lost 3 days of swimming due to the pool getting algae, from adding water, which throws the salt levels off. We want what was told to us. Its on going battle w/ this company. They don't stand by there product. I've should of read reviews, this company is horrible!Desired Settlement: I would like my liner put in, like we were told, & a new, different ladder like we were told.

Business

Response:

We have spoken to the [redacted] as of July [redacted] and explained to them the replacement liner is available for pick up at the retail store of purchase as well as the installer is awaiting their call to set up a date for the new installation. We do apologize this has ocurred and are trying to correct. The [redacted] family is welcome to go into the retail store as well and select a replacement ladder for the pool as well. We will reimburse them for 1 water fill for the pool as long as a copy of the water bill is submitted to us.

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 were notified on August *, that our liner was ready for pickup . We have tried to contact the installers , but never have a phone call returned to us . As of today , we have picked up liner , still no phone call as to when the liner will definitely be put in . Another lie,about ladder , that now we have to bring old one to get new one. It's one story after another .

Sincerely,

Business

Response:

As of 8/*/2013 Smithworks the installer has spoken to the consumer to set up a date to change the liner. the retail store requested back the defective ladder to replace with a new ladder. They are only requesting the return of the merchandise that damaged their pool to send back to the manufacturer for inspection

Review: I paid Island Recreational $1300 for a variable speed pool pump and salt water conversion in March of 2014. My installation date was set for May of 2014, but two days prior I was informed that my date would be pushed back to June [redacted]. I have since found out that Island Rec does not have any of the advertised pool pumps in stock and they have been on back order since 2013. I was just told today that my fictional installation date has been pushed back another three weeks to June [redacted] This company took my money months ago knowing they could never deliver and they continue to sucker more people by advertising the same promotion.Desired Settlement: It is now too late in the season for me to purchase pool chemicals for a reasonable price. I want a full refund, preferably with three months interest as well as enough chemicals to carry me through a full season and an apology from an actual [redacted], not a call center representative. I also want them stopped from promoting and selling products they do not carry and cannot deliver.

Business

Response:

[redacted] has gone into the retail store location as of today 6/*/2014 and has been issued a full refund for his order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory for my personal case. However, Island Recreational is still knowingly promoting and selling items that they do not have in stock without informing customers that they are on back order and have no definite delivery date.

Sincerely,

This location is full of rude and inexperienced employees, had to go to the store several times to get a part to work properly. And even after that final visit it still did not work right. I called to ask for help about the problem and was told not to worry about it, so the money I spent (and it was a lot of money) was for nothing. And best of all I asked to speak to a manager and the girl hung up on me. I have been nothing but frustrated with this company and this location.

Review: Purchased an Excalibur 21 foot above ground swimming pool on 6/**/14 along with a filter assembly , ladder and installation from their Deer Park store. At that time the [redacted] said he was able to discount the sale of approximately $4100 by about $400 making the total purchase $3700.1Delivery was made on 7/**/14 and installation was made on 7/**/14. On the installation day the installation foreman and I discussed pool location and fees that the installation company would charge. When the pool was complete the foreman noticed that there was no pump motor delivered for the filter assembly. Since I was assembling the pool filter, the foreman told me I could pick one up at the store. I took my purchase copy to the Deer park store and told them I needed a pump for my filter a it wasn't delivered. After waiting about 15 minutes a representative of their swimming poll sales department told me the pump was never ordered on the original purchase. When I asked about how it was left off by someone who sells pools for them all the time and even the [redacted] looked over my order I was told "It happens all the time . He must have missed that." I was then told that the pump would cost me $445 more even though I told them at the time of purchase I needed A complete filter and ladder with the pool. After the installation, we followed the directions to fill the pool only one foot per day in direct sunlight. On 7/**/14 I filled the final tem inches of water and set up the filter assembly. The pool was used that afternoon by my two children and myself without incident. On 7/**/14 some of the pool wall supports have lifted off their concrete blocks and some of the wall supports have flattened against the pool wall and the bottom edge of the pool wall is buckling inward in spots. I contacted the installation department and was told that they were unable to get someone to look at it today. When I told the installation [redacted] he would have someone look at it on 7/**/14 and if I felt it was unsafe to remove waterDesired Settlement: would like for the company to refund all money

Business

Response:

We were contacted at 2:30pm Tuesday July [redacted], 2014 and set up an inspection for the following day July [redacted]. It was determined a adjustment to the pool is required as well as the pool structure will need to be drained to perform this. we will compensate for the water fill and apologize for any inconvenience this has caused. We are in talks with ** and [redacted] to make the proper arrangements to get this corrective measure taken.

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 pool was inspected by several people- the installer and Island Recreational. When I was sold this pool I was assured it was sturdy from the sales person at the Deer Park store. The installer suggested that the pool needs to be replaced-not adjusted. The Island Recreational representative said it was a poor installation. The wall is bent in unevenseveral places. I would expect that the pool be replaced because of uneven stress on the supports and wall. I don't want another inferior resin pool. er 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 was told by [redacted] at Island Recreational on 8/14 that this pool was to be installed on Friday 8/**/14. I didn't even receive a call that they were rescheduling the installation for Tuesday 8/**. As I have stated before, they are not taking this complaint seriously. They are not making every effort to resolve this issue and STILL have $4700 that was paid to them ON TIME!

I

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Business

Response:

We have spoken to [redacted] and set the service for Tuesday 8/**/2014.

Review: purchased a pool from island recreation and had them install it on July **, 2013. After filling the pool over the required three days, I found the level of water dropping slowly and noticed the filter weeping. I called the company and put in a service call. Before the repair tech came I noticed wetness around the pool and again called saying the pool liner was also leaking, they told me to tell the tech when he came. The service tech came and repaired the filter but said he was not able to look at the liner and to make another service call. I called again and put in another service call on August *, 2013. I was told I did not need to be home for the liner leak test. The tech came on august **, 2013 and said there was no leak. At this time we are swimming in the pool and having to put water in every two days because the level is slowly dropping and there is still wetness around the ground but we cant be sure because we are swimming in it and cant tell if this is normal due to splashing. We had a few days where no-one was in the pool and now realize the level is still dropping and ground still wet and no-one in the pool so we again call the company to put in a service call on September [redacted]. The service tech comes on September [redacted] 2013 and this time I am home to witness. He determines there is a small hole on the bottom of the liner. This was on a Saturday and he said I would hear from someone by Monday or Tuesday with a resolution. By Friday I had not heard from them so I called. I was told that the problem was mine and they would not warranty this because it must be my own fault. I asked to speak to a [redacted] but was told I was speaking to the highest level [redacted] there was and to fix the leak on my own. I then sent an email but still did not hear anything back. I purchase this pool with a 30 year liner warranty and had the pool installed by there own installation department.Desired Settlement: I would like the liner replaced under warranty. I believe the hole was there upon installation either caused by the installer (Island Recreation) or came from the factory with the hole. I do not want a patch on the spot because the patch would not last the 30 year warranty.

Business

Response:

We have replaced [redacted] liner at this time as requested

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: When my Wife was pregnant with our first child, 8 years ago, she bought pool cleaning service from Island Rec. After our pool was supposed to be cleaned, I would come home from work, go out to the pool, it still had algae in it, and the filter was not cleaned. This happened numerous times, by an employee, who is no longer there. We would call Island Rec. and complain about service that we paid for, but did not receive.

Two weeks ago, 6 years after we complained, I go to their service department in [redacted], to have a piece of equipment fixed,and the [redacted] shows me a note saying "do not service this Family". After I saw this, I called, Customer Service who was very rude, so I emailed them, and this is what we received back, two weeks later!

(Unfortunately, we are unable to provide service to you at this time. I can direct you to [redacted]. in [redacted]. We apologize for any inconvenience this matter may have caused you, but this is the policy of the company. If there are any issues with any type [redacted], we have the right to refuse at such a time. )Desired Settlement: We paid $1,300.00 for this poor service, we have constantly spent numerous dollars for our pool at this facility. New liner, new solar panel heaters chemicals, toys, and then when a product that they sold us, will not be repaired by them, we deserve a refund on their unprofessional service.

Business

Response:

We have explained to [redacted] at this time after our issues were resolved in the past we have invoked our legal right to refuse service to avoid and future liabilities with [redacted] 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:

They have not refused to accept our money for the new pool liner, which they installed! As well as the new solar heaters. They just stopped servicing my Family recently, regarding complaints that were called to this Company in 2007-2008. We have not heard WHY , that in 2014 they do not want to service my Family, from a complaint in 2008, but they did service us the last 6 years!

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Sincerely,

Business

Response:

We have left [redacted] messages in regards to his unresolved Case# [redacted] to see how we can help settle out his claim. [redacted] has not responded to date. [redacted] has warranties on his products from their perspective manufacturers and will be honored for defects and warranty claims. [redacted] issue with us is not taking more items into our service center that are out of the warranty period. We are awaiting his return call to us and will update once spoken to. We want to resolve his issue as amicably as possible.

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:

This complaint was from last year when they would not fix my pool pump, because of a complaint to Island Rec. in 2008-2009! Of course, they said that they can continue to not service my families pool products, because of the complaint we had made. From their lips "WE HAVE THE RIGHT TO NOT SERVICE CERTAIN CUSTOMERS"!

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Sincerely,

Review: On February **, 2014, I place a phone order with [redacted] to purchase a Raypak gas heater to replace my existing pool heater that was damaged during hurricane Sandy. I relied upon the advertisement in your “Blizzard of Savings” catalog that I would be given a “FREE GAS HEATER INSTALLATION Reg. $249,” as well as included service to open and close my pool this year, and a ten year warranty when making the purchase. What I received was quite different.

When the heater was delivered on Tuesday, April **, and purportedly installed the next day, neither the gas, nor the electric from my existing heater was installed. When I contacted [redacted], he informed me that Island Recreational employs neither licensed electricians nor licensed plumbers to complete the installation. I asked him to hire these persons to complete the gas heater installation. He refused and deferred to the installation department.

Further, to make matters worse, during the delivery and partial installation, the workers broke the PVC piping to my booster pump to my Polaris vacuum. When the technicians came to open my pool, Friday, April [redacted], they could not complete the job. They left a note, stating, “pipe for polaris is broken you need to get it fixed, then call for a new date for opening.”

Because Island refused to complete the advertised free installation, I hired a licensed electrician and plumber at my expense to complete the installation, and a contractor to repair pool piping that Island damaged when the unit was delivered/installed. Due to the damaged piping, Island rescheduled my pool opening to May [redacted]. On May [redacted], the heater was turned on for the first time, but there was no indication on the digital display. My electrician returned that day and verified that there was power to the unit.

Island has denied responsibility at every turn during this purchase and installation. Island failed to affirm the advertised ten (10) year warranty. Island did not complete the advertised free installation, affirm the advertised ten year warranty in writing, or repair or replace the defective heater.Desired Settlement: Full refund for the broken heater and lack of advertised warranty, compensation for the installation costs, and legal punishment for the fraudulent advertising.

Business

Response:

[redacted] has been forwarded to our counsel to resolve his issue. We initially offered [redacted] $500.00 to resolve his issues now requesting more. Our counsel will speak to [redacted] directly.

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 have incurred more than $500 in damages, and therefore cannot accept Island Recreational's offer of $500 to settle. Furthermore, Island Recreational and it's Counsel have failed to contact me.

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Business

Response:

Our counsel is in review of the file and will contact [redacted] accordingly in ref to the terms of sale and contracts. 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:

This response has little merit. Business has not identified their counsel that is purportedly reviewing file. Business' last response disingenuously stated that counsel would have contacted me several days ago. If business truly has retained counsel to handle this matter, business should immediately identify said counsel and have said counsel schedule a call with me. Otherwise, business is not credible in its response.

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I scheduled for a pool closure threes times. Three times it was unsuccessful! First scheduled appointment due to rainy weather so yall came and left. second appointment yall came and said the tarp does not fit?! I purchased the tarp from your store and told you the dimensions of my pool! Third appointmemt yall came and said yall forgot to bring the blow out machine! I wasted my time, energy and pool chemicals $$$ waiting for yall to close my pool! y'all cannot deliver what was paid and scheduled for! I had to drive to your store and speak with a manager mike g who said Kemp said no more pool closings!!! Gave me a refund! What kind of service is this?!

Review: On Aug *,2013 we purchased a new pool,filter,and 1.5 hp pump. To be installed march 2014, then had to be rescheduled since they did not have in stock until may 2014. The pump was wrong in the box and still "white glove service " professionals installed any way. We has a functioning and powerful pump that was changed to a not powerful and inferior quality pump that was not what we paid for. Upon calling several times, different people give different information. I was told they did service and can not come back to redo since it is not their fault they installed wrong pump. I was told to go to the store pick up new 1.5 hp pump and return wrong one. To the store I go only to be told by [redacted] that I need to bring old pump in first to get new one. I asked why not give me new one I can change and return old one and he says " we can not just give out pumps to whoever wants them" I had paperwork to show they just replaced with wrong item. Secondly they sold this to us with a $150.00 rebate from LIPA and now state it is only $100.00 with [redacted] they never said it was subjected to change. So they have reneged on that as well.Desired Settlement: I would like correct pump installed and original rebate that was offered in writing with no mention of change of $150.00 that was sold to me from beginning. Along with trade in they offered on original older pump.

Business

Response:

At this time if the consumer does not like the pump given to him by the store [redacted] they are welcome to return the item for a refund of the purchase price.

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 went to the [redacted] store last night--I had to remove my 1HP pump first from my opened pool, [redacted] on duty - Not [redacted]- was helpful BUT- of course they did not have the correct 1.5 HP pump that I paid for and after refusing to wait until Saturday-since my pool would not be running and leaking water they offered me a 1.5 HP side feed pump- which means I had to change the filter hoses and fittings to get this one to fit my filter. This was suppose to have been completed when they did original install in beginning of June with correct pump that was paid for.

I feel this was a bait and switch deal since they claimed manufacturer wrongly packaged pumps, while in store 2 other people has similair problems with boxes marked 2HP and inside was 1.5 HP pumps.

I was told LIPA rebate was for $150.00 now they claim it was subject to change and only $100.00.

So while I hopefully have a working 1.5 HP pump and had to do complete install again at my cost & time I ask why I paid them for installation by their white glove service team.

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Sincerely,

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