Island Recreational

Review: Pool installed in August 2012 after only one month the salt water filter and the filter and the multi-port valve cracked and leaking. This situation noted by technician sent by Island Rec in Sept of 2102 to correct. I spoke to [redacted] at Island Rec and it was decided to do the repairs in the spring. I have been trying to get this completed since before April [redacted]. My calls have not been returned and I am using this pool filter in the hopes that the entire system will not have to be replaced.Desired Settlement: I want to be able to use my pool safely and without all the mud and mess created by the leaks.

Business

Response:

In response to the issue listed by [redacted] we have spoken as of saturday June [redacted]. I have offered [redacted] a replacement filter system. [redacted] will go down to the Deer Park facility to select a new replacement filter tank. We will go out later in the week to swap out the tank as well as the cell for the Salt Water Generater.

Business

Response:

We have spoken to [redacted] in reference to the cell for the salt generator. The manufacturer SWS will have another shipment to us from the orient tentatively scheduled for July [redacted], 2013. Once the item is recieved we will set up a service call to swap out here current cell. This information has been given to [redacted] as of today 7/**/2013 at 3:00pm.

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:

Received a telephone call from [redacted]. Stated part was being shipped and SHOULD be here in two weeks. This call is in response to your inquiry, but I don't believe him. Please do not close this file.

Sincerely,

Review: I bought a pool from them.they sent champion installers to install my pool.the pool has been leaking since day one,they installed the pool on 5-**-2015.I keep calling island rec,they keep givng me the run around.they trying to tell me they have nothing to do with it,call installers.I keep calling leave messages they don't call back,they sold me pool and it leaks,Desired Settlement: fix leak in pool

Business

Response:

Tell us why here...** or [redacted] called into our call center for the first time on 7/**/15 at 3:21pm. They called in saying they had a leak in pool. They were told to call their installation company Champion Pools. As a faith of good service we have entered a FREE leak check service. We have scheduled this for Thursday 7/** between 11am and 3pm. The leak check will determine if there is a leak in the pool liner. we will contact the customer this morning when we open.

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 never came on 7-**-15,they reschedual for 8-*-2015.the pool had leak since installed.there was a puddle next to pool since installation,the pool was installed end of may,parts were missing so they had to come back in june to finish.it takes 4 days to fill pool.I started complaing to island recreation 3 weeks ago,leaving messages.to this date,7-**-2015 nobody has come to check leak.I started to complain when I had to keep filling pool with water.I had sprinkler guys come to see if I had a leak,I wanted to check other stuff like sprinklers before I complain about a leak in pool,the sprinklers were ruled out because they didn't have a leak,so then I knew the pool was leaking.its a slow leak I loose 2 to 3inch of water every two days.so im waiting for weds 8-*-2015 for them to island recreation to show up

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

Sincerely,

Business

Response:

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

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,

Was suppose to have pool installed today between 3-7 at 6:10 received a call they aren't coming and will reschedule but not till Saturday in which it is suppose to rain so I am sure it will get cancelled again very unhappy with this company

Review: I purchased a pool heater, from start to finish the experience was unbelievablely stupid....they send someone for a " site viewing" who takes pictures and obviously doesn't tell the installation department. Then they send the delivery people who gives u a hard time because your NORMAL size fence isn't large enough.. Then they send the installer who says "oh they didn't tell me you don't have the equipment needed for the install. I call the installation department and am told I needed things I didn't. Make new appointment after having to purchase things I was NEVER told I needed. Installer comes and is at my house for 20 minutes and still heater is not installed and I'm told "everything will work fine" how can they say that when the system isn't even turned on....so now we get heater going to find excessive water coming from unit, call island rec they refer me to [redacted], they say we installed it wrong But the condistation is normal.meanwhile my wood deck will probably rot out within 2 seasons. No one from islAnd rec ever advised where and what we should put the heater on.. Unbelievable... Island recreation is the worse company I have ever worked with, I was in the service business for over 10 years I would have been FIRED if I ever handled customer sefvice the way they do... I've owned a built in pool for over 30 years and Will never ever use island rec and will tell all my friends and family never to use them... Their customer service department is the worst, they actually hung up on me, hmmmm I always thought the customer is the most important part of your business..... So disappointed can't believe how unprofessional the staff is...DONT USE ISLAND RECREATIONDesired Settlement: We bought a pool alarm for approximately $200 and don't need it, because we installed an additional fence by the pool. We r told there is NO refund for this product because people purchase it for the inspectors that come to your home, they can see my records and know I've had my pool for over 29 years and don't need any acceptance for my pool. And I just purchased a $2400 pool heater from them....their answer is "there are no returns, end of conversation " extremely rude..

Business

Response:

We do apologize for the customer feeling this way. Our signed receipt by [redacted] at time of purchase expressly states "* Pool Alarms, Gate Alarms, and Door Alarms Alarms are FINAL SALE and will not accepted for return or exchange under any circumstance . In the even of a defect, these items will be exchanged only. We unfortunately cannot accept the item back as a return per policy signed by [redacted] at time of sale attached. Thank you

Review: I HAD BOUGHT A NEW SAND FILTER AND PUMP FOR MY 16 X 30 OVAL ABOVE GROUND POOL. I CALLED A FEW DAYS LATER AND SAID THE PUMP WAS MALFUNCTIONING THUS NOT ALLOWING ME TO VACUUM POOL ( NO PRESSURE) THEY TOLD ME TO KEEP IT IN 'SERVICE' MODE. THE PUMP SHUT DOWN FOR A DAY AND RE STARTED IN A VERY SLOW PUMP ACTION WHICH CAUSED MY POOL TO GO COMPLETELY GREEN. I CALLED AND THEY SAID BRING IT TO THE THE STORE FOR EXCHANGE. AT THE SAME TIME, THE FILTER HANDLE WOULD NOT ALLOW ME TO TURN IT TO BACK WASH OR ANY OTHER DIRECTION. I AM NOW SITTING WITH 2 DEFECTIVE ITEMS AND A VERY GREEN SWAMP POOL. I WENT TO RETURN IT AND THEY SAID THEY WONT ECHANGE IT AND TO GET IT REPAIRED IN MASSEPEQUA WHICH IS A HOUR AND A HALF EACH WAY DRIVE FOR ME. TO DROP IT OFF AND THEN COME BACK A WEEK TO PICK IT UP. THAT DOES NOTHING FOR MY POOL WHICH IS NOW A SWAMP. YOU NEED A PUMP AND FILTER CONTINOUSLY RUNNING SO IN A SENSE MY POOL IS DONE..NO BODY SELLS SAND FILTER NEAR ME FOR ABOVE GROUND POOLS. I HAD PROBLEMS WITHIN ONE DAY OF PURCHASEDesired Settlement: REFUND OF 684.32. ANOTHER THING, THEY WOULD NOT ALLOW ME TO ORIGINALLY PAY WITH [redacted].I COULD HAVE DONE A CHARGE BACK WITH THAT CARD ( IM PROTECTED) IS THAT A COINCIDENCE?

Business

Response:

I have tried to reach [redacted] at the numbers provided to no avail. At this time to resolve this issue [redacted] is welcome to return the items in question back to the retail store without the sand in the tank in the original boxes with receipt and we will accept an return at this time to resolve her issues.

Consumer

Response:

I will return pump in box back to the Medford store with receipt and Exchange the Filter Pump Head for I can not leave my pool without a filter, nor the sand I paid $50.00 for.

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: I purchased an item from this store and returned it on the same day on 6/**/14. While in for that return, the store advised me that they don't do "cash returns" only a refund via mail. To date, September **, 2014, almost 3 months later, I have seen no check! I have been told it was in the mail, been told that they had my address incorrect, told me they fixed it, told me they mailed it to new address, when I didn't receive it I called they told me it was sent out last week, yesterday, etc , etc. Every time you call them they 'just put the check in the mail". This store is a scam and I know soooo many people who have had this very same problem. I feel as if I am never getting my refund of only $27.15!!! I don't know how a company like this can firstly, have a 'no cash return' policy and how they can hold on to everyone's money. My latest call was today w/ [redacted] the "[redacted]". He told me it was sent out yesterday but an employee "[redacted]" told me last week it was sent out on the [redacted]. This has cased me so much frustration and I just want my money back. I will never shop with this awful store again!Desired Settlement: $27.15

Business

Response:

The initial check sent had wrong information a replacement check was issues as of Friday 9/**/2014 which the mail leaves the next business day Monday 9/**/2014. It takes us postal service 2 business days to mail the check it should be in the consumers hand no later than tursday 9/**/2014.

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: purchased a case of green out shock cholorinating packets for my pool for over a hundred and twenty dollars. The contents of the packets dont raise cholorine at all. All of my pool levels were where they needed to be accept the cholorine. the pool water was crystal clear. I just wanted to shock to be on the safe side. Putting two to three packets in would normally bring cholorine level to a range of 8-10 ppm. after putting in six packets my cholorine level was stil .5 several hours after pump was running. Tried calling company and going in person to get my money back or shock that was'nt defective and left insulted and empty handed. they chose to do nothing about it even though they checked and verified proof of purchase 2 months prior. If I have a defective product I feel I should be refunded or given what I paid for.Desired Settlement: At this point I would like a refund and do not think I will buy from this company again. because if there is a problem with a product I want to know that I am dealing with a reputable company that will resolve issues like this and not try to evade them

Business

Response:

Tell us why here...Island recreational sells over 50000 bags of green out each year. To settle this issue we will issue IN STORE credit for the amount paid.

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 gone to the store to settle and possibly get a store credit and was rejected and talked like I was ingnorant of how to shock my pool. In a retail society that states the customer is always right, the salesman with the manager got rude and loud in stating their point that there is nothing wrong with the shock and that they refuse to do anything for me claiming they couldn't take the shock back. Ironically I have been the one maintaining the pool for 15 years now and have shocked the pool about 5 times each year. They refused to believe product they sold was deffective. I have nothing to gain by writting all this to you. my hope was to protect other people who buy the product and find it to be defective that they may be able to get credit of some sort, otherwise like myself I spent $120 on a case of something with absolutely no potentcy. Im not going back to that store ever again. If they wanted to I would accept a credit that I could use in another Island recreational store. But they would have to foward it to you then you to me because I don't trust them now.

Sincerely,

Business

Response:

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

Review: I purchased a Salt Chlorinator and it's installation, and at first use, it failed to operate. I called the customer service desk and was told that it would take 24 hours for anybody to address the issue. My installation, and therefore my usage of the equipment, was already delayed by their inability to keep the scheduled appointment due to a mistake by their scheduler. I was told by the first customer service person I spoke to that they have had the exact same problem with other people. The second person I spoke with said there was no known problem and that I just had to wait until they had someone make a determination on what to do next. In the meantime, my pool is unsafe for use without proper sanitation. As this is a seasonal, any delay is unacceptable.Desired Settlement: I would like to exchange the faulty unit for a working unit as quickly as possilbe. As this is a seasonal item, any delay is unacceptable.

Business

Response:

[redacted] was spoken to upon receipt of this notification and instruction she has authorization to swap out the unit at our retial store location at her discretiona since she claims it was not working etc...

Review: Back in July I was pressured into buying items I didn't not need. When I came back to return these items I chose to receive a check for my refund in the mail. I didn't not receive that check after a month, and I went back to complain. They sent out a new check, only to find out that it was written out to my father, who has been passed since 2008. I went back with the check so they can send me a new one with the correct name on it. I didn't not receive that check. Went back, this time asking for a "receipt

" of proof that I returned the check to get reissued in September (which was just a handwritten note saying "took back refund check to reissue under new VIP info. -[redacted], [redacted] 9/**/13). I still have not received that check. I have sent several emails and only got one response saying they could not find any information in their records on this issued check. I still have not heard back after I responded to their email.

If they didn't not have the correct address, I would have never received the first check that I was not able to cash.Desired Settlement: All I want is my refund. I no longer even remember the exact amount (but they should have it in their records -just over $40), but I still have the charge of the entire amount of items I bought that day. I think it is fair that I receive that after all this... ($58.60)

Business

Response:

[redacted] has contacted our customer support center as of February [redacted], 2014 and explained that she needed the first intial changed on a refund check from the previous year since her father passed away. The request generally take 7 to 10 business days to process. We are issuing a replacement check with the *. intial. At this time the check is in process and the consumer will have in the next 3 to 5 business days. Refund # [redacted] in the amount of $39.07.

Review: Pool was installed in June with multiple deficiencies. Installers returned after (3) weeks & made only minor adjustments. Broken pieces & missed match components were never replaced. (6) calls over the past (2) months were made inquiring about when items would be repaired. Last conversation with business was in early August stating that "replacement pieces" would be mailed to house within (7) days. No pieces were ever received.Desired Settlement: We require all deficiencies to be repaired before the pool is closed for the season. If deficiencies are not corrected, the credit card company (which the purchase was made on), will be contacted immediately for legal action.

Business

Response:

We have spoken to [redacted] direct and have establised a service call for this Friday 9-**-2013 to inspect the structure to determine what corrections need to be made. We are awaiting a response from [redacted] to confirm this appointment.

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:

Company finally sent an inspector. Spoke to them later & was really not the nicest person. When over each defect, never gave me a time when the defects would be completed. Had a "smart" answer for each of my responses. NOT satisfied with the call & I have no confidence that the issue will be resolved.

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

Sincerely,

Business

Response:

We have spoken to [redacted] 9/**/2013 upon reciept of this notice and we will be at the [redacted] residence as of Friday October [redacted] 2013 between 1p and 5pm to replace 2 pre-drill uprights for the swimming pol and re-level the deck area for the pool per [redacted]. The appointmrny has been confirmed by [redacted] as ok for service.

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 addition to their outlined work, the decorative caps also need to be replaced as they do not match - the job will not be considered complete until all issues have been resolved.

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

Sincerely,

Business

Response:

We have performed the service ticket as scheduled on friday 10/*/2013. the installer replaced the verticals as requested by [redacted]. We releveled the deck area as well. the installer explained to [redacted] that per Swim N Play the manufacturer they have 2 style caps on which is for the round side of the pool and a second shorter cap that is placed at the side of the pool where the butress area is. At this time we have fulfilled the service requested presented by [redacted]

Review: I ordered and paid in full for a pool back in April. Installation was done June [redacted] but the pool delivered and installed was not what my wife and I saw and paid for in the store. Not only was the pool different in color and did not match properly it was damaged. The installation was done poorly as well. The installers were trying to over charge my wife who was home for installation of items that were suppose to be included. Since June [redacted] we have contacted the store numerous times to resolve the issue but have been given the run around and treated very very unprofessionally by the young staff they employ. Many of the staff went as far as yelling and being disrespectful to my wife when she called looking for resolution. The installers, which are third part contractors even called my home looking for payment, yelling and accusing my wife of "playing tricks". We were told to fill the pool as well due to the fact that it might take weeks to get the correct pool. We have submitted pictures to the staff, sent a letter to the [redacted] and even visited the store again to no avail. We have contacted our bank to handle the money side of this issue.Desired Settlement: At this point I would not be happy unless a formal letter of apology is written to my wife and myself for the inconvenience and the mistreatment we have experienced throughout this whole ordeal. Also a substantial discount offered off the pool or an upgrade. As well as the water bill being paid for for having to fill the pool that was incorrect and the new pool if any. The chemicals to open the pool and the new pool if any in the future.

I also want the whole installation fees to be waived.

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: I bought a pool pump on 6-**-2014 for $400.83 and was given a $50.00 gift card to Island Recreational for future purchase. On 7-**-2014 I bought a pool brush and pool basketball game for a total of $97.14,using the gift card and charging the remaining $47.14. On 7-**-2014 I returned the basketball game due to missing pieces it was unable to be assembled. I dealt with a person named [redacted]. who identified himself as the [redacted]nd was given a hand written receipt for $76.03 (less pool brush) and assured refund check would be mailed in 7-10 business days. [redacted] stated due to problems with the stores computer receipt was written by hand and signed by him. After 2 weeks of not having received refund check, my wife called the phone number on the original receipt and after being put on hold for 30 minutes was told the person who handled refunds would call her the next day, which never happened. On 8-**-2014 I returned the pool brush (unused) and explained the ongoing return issue to cashier([redacted]),who stated that no [redacted] was in the store at that time, and that he would explain the details to the [redacted] later that day and that he would personally call me the next day to update me on my refunds status which he did not do.He did credit my account for $21.71 for the pool brush. My wife called the phone number on the original receipt (###-###-#### Does not go to store,,[redacted] claims store has no phone number) one week later and was told the person who handles refunds would call her the next day. No call was made. On 9-**-2014 I called ###-###-#### and spoke to [redacted] who told me they do not issue refunds from his location and that someone from the store would call me. When I told him that the people at the store advised me refunds are not handled at the store, and that said store does not have a telephone for contact purposes he hung up on me.Desired Settlement: A refund of $76.03.

Business

Response:

the store is in process of a manual refund submitted as of 9/*/2014 and takes 7 to 14 business days for the refund check to be issued.

Consumer

Response:

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

[Your Answer Here]

Island recreational's response was that the refund would be sent in 7-14 days which is beyond the 6 days that Revdex.com would close out the complaint. Please leave this open until the refund is received because if complaint is closed prior to receipt of refund I do not believe refund will be sent.

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:

[redacted] on 9-**-2014 I received a call from [redacted] (no last name given) from Island Recreational and he told me a refund in the amount of $76.03 was being mailed to me that day. As of now I have not received said refund, and my original complaint has still not been resolved

Sincerely,

Business

Response:

Check # [redacted] has been mailed first class usps postal mail as of 10/*/2014 to zip code [redacted] from zip code [redacted] to be received within 2 business days in the amount of $ 76.03

Review: Pool liner was installed on Weds, 5/**/2013. Prior of installation, I was recommended by Island recreation Pool Customer Service to empty out the water from pool, remove the old liner and buy sand for leveling. I brought the sand, leveled it myself, and I distinctively made sure that there were no obstructions/ or (F.O.D.), Foreign Object Debris,or rock fragments on the ground. Being in the Air force, you walk the flight line using a Grid Search to make sure that there were no FOD on the flight line.

Two installers came to my residence on 5/**/2013 jumped inside the pool opening and under my observation began to remove the old liner coping and they replaced it with a new one. Subsequent to that, they proceeded in leveling the ground (sand) with a specialize rake broom. Once completing their leveling they replaced the new liner. Upon completion, they handed me a customer copy document, where I was suppose to peruse then sign on the customer line. The document was not sign by me and I was only advised that the pool needed to be filled a foot a day so the liner can be stretched gradually. The pool finally filled within after 5 days.

In June of 2013, I contacted Island recreation customer service, spoke with [redacted] expressing that the job was incomplete because screws were missing and the post brackets were loose. On 6/** spoke with [redacted], 6/** spoke with [redacted], and 7/*/2013 spoke with [redacted] about the issue and she stated that someone will be there to make the repairs on Tuesday 7/*/2013.

A crew arrived on 7/*/2013 to investigate the vertical posts, the loose bracket that are connected to the vertical post, and to replace the the missing screws. Unbeknownst to me , they were in my property without notifying me. and I was not home at that time. A customer copy report was left and it stated " that the pool structure seems fine, not Wobbling. Some screws were missing upon arrival and replace by installer and customer can purchase some screws if needed".

When I filed the first complaint, I mentioned to the representative over the phone that the screws were missing and some were loose in the brackets which are connected to the vertical post after the installation of the pool liner. It is evident, the periods between the time of installation and the time the crew arrived to replace and tightened the screws on the bracket, has placed a role for the vertical post to be misaligned and not straight the way they're suppose to be. Today I feel insecure of the pool because I think that it will collapse.

My Second complaint was in the early part of August 2013, a rock piecing through the liner. In which I spoke with [redacted]. Explained to her the situation and that someone from Island Recreation will contact me. No one contacted me until I spoke with a [redacted] on Aug **, 2013 and advised me too drain the pool and wait for someone to call me back.

On Sept *, 2013 I again spoke with a [redacted] explained to him again of the situation, he stated someone will call me back.

On Sept *, 2013, I spoke with [redacted] and she stated that the installers will be arriving on 9/**/2013. But on 9/**/2013, I contacted Island Recreation, spoke with [redacted] and I explain the current situation about the piercing rock and a replacement liner. [redacted] stated to me that the appointment for the ** of Sept will probably not be possible because we need to locate an available 18" liner.

On 9/**/2013 received a phone call from [redacted] of Island Recreation to cancel appointment for the removal of the FOD and reschedule it for Saturday 9/**/2013. I asked if the liner will be replaced he said no, and I stated its the installer fault and not my responsibility. [redacted] then stated. " The installer, at the time of arrival on 9/**/2013, he will make and inspection it will be determined if a new liner is warranted for replacement by Island Recreation."

On 9/**/2013, I contact Island Recreation, I spoke with [redacted] to find out what time the crew will arriving on Saturday the ** of Sept, he stated that someone will call me for confirmation on Friday the [redacted] of Sept.Desired Settlement: Fixed the Bracket with the missing screws, properly position the vertical stationary post to his proper position and, replace the pierced liner with a new liner. Have the Service Dept personnel of Island Recreation to tell the truth and contact the customer when they say that someone will contact you back as soon as possible. Don't keep customer waiting. On my receipt the liner model number is LC 1848SUN. On my Service List document, I have an Installation model # as INSTL1825, conflicting Model numbers!

Business

Response:

We have spoken to [redacted] as of 10/*/2013. [redacted] is not experiencing a water loss at this time. The liner is not defective nor needs to be replaced. We as a courtesy are going to issue [redacted] a replacement liner at no cost and issue a refund for the itial installation cost to setlle out this claim. We have sent an agreement letter stating such and are awaiting signed documentaion back to set forth the above resolution for [redacted].

Review: I purcheased a pool from them that has been leaking water and they refuse to fix it it has been 2 years of fightingDesired Settlement: I would like them to come and replace the liner in my pool

Business

Response:

[redacted] / [redacted] which the purchase was made under has been explained the liner is covered for seam defects only. Upon a paid liner inspection there was no leak determined. At this time as a courtesy we can offer 60% off a replacement liner not to include nor cover labor or installation cost.

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 paid them to do a find and fix they sent someone here with a machine that had problems they did not find nor fix my problem this has been going on since I bought this pool and every summer I open pool there is no water in pool so dont know how they cant find a hole if there is no water in pool I would like them to find and fix or replace my liner at there cost

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

Sincerely,

Business

Response:

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

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 I stated in last message the only thing I want is for them to come back and find and fix the leak I paid for that and thats what I want I will not accept any other offer

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

Sincerely,

Review: I was charged twice for an item. I called island recreational and they said mistakes happen there is nothing they can doDesired Settlement: Also I would like a store credit for my inconvenience my financial institution is saying its in pending status its going to take me 7 days to get my money back maybe longer because I might have to dispute

Business

Response:

We have spoken directly to [redacted] in reference to his issue with his bank holding funds against his account. We simply requested since the inception of this issue requested a bank statement showing the funds withdrawn from the account. Per [redacted] it is only pending or on hold at this time. We have explained to [redacted] it generally takes 72 hours for his banking institution to post the transaction to his account in the term it is in a temporary hold state.

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: The top and side railings do not have an overcoat, the pool is less than a year old and is already rusting. The pool was purchased from Island Rec, installed by them, and covered by them knowing that it was defective. When questioned about it they had said nothing was wrong and it was only brought to my attention when a new pool company came to open the pool and had said they had never seen anything like it before in their pool service careers. I brought pictures to the company and was told to contact the warranty company as I have already done as well as contacted one of the service representatives of Island Recreational.Desired Settlement: I would like for either an entire new pool free of installment charges or for replacement parts and for the company to come and install those parts free of charge which may require emptying the pool, disassembling the pool, as well as reinstalling the pool.

Consumer

Response:

At this time, I have been contacted directly by Island Recreational regarding complaint ID [redacted], however my complaint has NOT been resolved because:

the warranty company is only willing to cover part of the problem and we are still waiting for Island Rec to see if they are going to honor and fix the other half of the problem.

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

Sincerely,

Business

Response:

On july [redacted], Brian spoke to [redacted] and informed him that once he received the parts in question, he is to call us and we will install them at no charge. This offer is still valid.

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,

I purchased a pool from this company and have had nothing but issues. The sales people are not able to give informed information on their products. For example, when looking to purchase the pool there were about 15 different ladders to choose from. We asked the price of them as we do not need an extravagant ladder. The salesperson kept scooting around the topic by informing us of the different materials they are made of etc. Finally she told us she did not know the prices and would only be able to package it in a deal for us. How can we not know the price of the items they are selling???

So we end up getting the pool which was delivered to us. We hire an outside professional pool installer to assist us with the process since we had other minor bad customer service experiences in the store. Upon installing it we discover that they gave us an open box for the structure that was missing a key piece of equipment to uphold the structure of the wall of the pool and they also gave us the incorrect skimmer for the pool. My husband had to go to the store and leave the pool installers standing around waiting for this piece to finish the set up. They of course did not have the part and we were told that they would MAIL us the missing piece. What about the pool installers that we paid $1,000 to install the pool on that day? They actually had to leave and come back a different day due to the lack of equipment that Island rec provided us. This delayed our pool opening.

Fast forward to the install - we start filling our pool FINALLY after we recieve the missing piece to the structure of the pool. We go to fill it only 4 inches and it is leaking because the liner for the pool they provided us was defective and leaked from the seam. We called Island recreation and said they would replace the liner but not the labor of the installation. We got an estimate of $400 to come replace the liner. We even asked them numerous times for the phone number for the company who made the liners so that we could deal with them directly, however they refused. They kept giving us the excuse that the representatives they deal with were out of the country and had no U.S. phone number to give us. We said we would take the foreign number as phones do route the call if they are out of country. They again refused. They told us they didn't have a number for them. We inquired how on earth they ordered their products from the manufacturer if they cannot communicate with them? Every step of the way they were trying to deceive and manipulate the situation while we were stuck with a pool we couldn't use.

We went back and forth regarding this matter for over a week when we finally looked over the warranty paperwork for the liner which CLEARLY stated that they would cover the cost of a new liner PLUS LABOR if the liner was defective. Shouldn't they know this information? By not knowing their product warranty information they delayed our pool by a week for arguing with us stating that they couldn't cover the cost of the labor.Then they set us an appointment for their installers to come and replace our liner free of charge but this appointment wasn't for another two weeks. So do the math, we were delayed over a month to install this pool to open it (and plus it takes a week to fill the actual pool).

Now the pool is almost done being filled with water so he is setting up the filter, which we find that the filer was also an opened box and the pressure gage was missing. We had to go to the store AGAIN. They give us the missing item. Now we want to clear the pool of any leaves that have fallen and want to make sure we weren't supposed to have received any cleaning products. Well lone behold we view our itemized receipt and discover we are missing a maintenance kit and the solar cover to the pool.

The customer service is horrible. This all delayed the opening to our pool way too long. We spent an enormous amount of time arguing with managers who constantly gave us incorrect information. With every new issue they fought us. We were never apologized to nor compensated in any way for our inconvenience or even gas going back and forth to the store and warehouse to retrieve the items that weren't delivered. This was an absolute horrible experience and I would never ever do business with them again! I will never buy any of my pool maintenance supplies from them or recommend them to any one!

Review: I purchased a salt water system and pump and I had gotten charged twice. So I called the company worried about my money like a normal consumer. I then filed a complaint against the company island recreational. I then received a call from a [redacted] that informed me to return my items and that they were refusing to install the item we then resolved he issue and kept the install date active. The day before I was going to get the salt water generator I went to the store to make a purchase of a liner for my pool. The store told me they can sell me the liner but they were informed by corporate that they can not install it. I then called the corporate office and spoke to [redacted] and he said yes I can purchase the liner but they can not install it. I then asked him whose decision this is and he said this is island recreationals decision and [redacted] persisted on speaking about the original problem we had in the beginning. This seems like it's Retaliation when I thought all issues were resolved

Business

Response:

[redacted] made a purchase of a filtration system on 3/**/15 and scheduled a installation for 4/**/15. [redacted]'s banking institution had place a double hold on the transaction for the full amount. We explained to [redacted] it is the bank placing the hold and it takes 72 business hours for a hold to come off of his account. In the interim [redacted] filed complaints that we intentionally took double funds from his account. Nevertheless as explained the hold came off of his account in the 72 hour period. Our receipt explained our right to refuse service as a business. We in the interest of good customer service explained that since the order was already placed we would go ahead and complete the installation for the accessory equipment purchased. [redacted] upon picking up of the equipment decided that he want to replace the lining for the structure. We explained to [redacted] that we would install the equipment purchased but do not want to install a liner as well and was not initially contracted to purchase a liner. [redacted] requested a refund for all of the equipment purchased because we would not take on the additional items of purchase as we did not want any further issues nor any discrepancy with his bank again holding the funds twice. [redacted] at that time discontinued his order with us and has received a refund. We at this time had tried to work with [redacted] but did not want to take on any additional workmanship beyond what was originally contracted.

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 HereI called [redacted] from island recreational that claims he is a [redacted] the day after I was going to make the additional purchase that I wanted an explanation why he is refusing to install the product. I explained to [redacted] that I would even pay cash to avoid the same issue from last time. He said island recreational is refusing to install it. I asked for the persons name and he said island recreational is refusing to install it. I feel like I am being discriminated against. This is really unprofessional. " the reason why I returned all the products was because I didn't feel comfortable with [redacted] refusing my install of the liner. I feel like [redacted] is abusing his authority . There was no reason to waste my time I'm a consumer.

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

Sincerely,

Review: The pool is defective. We made numerous phone calls to them asking to repair it but they won't do it . Customer service is not helpfulDesired Settlement: To be refunded for 11,000 gallons of water, plus $200.00 in wasted chemicals & we fought the charges on our credit card

Consumer

Response:

At this time, I have not been contacted by Island Recreational regarding complaint ID [redacted].

Sincerely,

Business

Response:

[redacted]

Case ID# [redacted]

I am writing in regards to the above complaint filed by [redacted]

In reference to the complaint filed by [redacted] We will issue as requested in the desired settlement a partial order refund check in the amount of $200.00 as requested and a water fill as listed in his resolution in ID# [redacted]. [redacted] also has informed us there is unwanted equipment from his purchase that he did not want like the cleaner etc… If [redacted] has the item in its original box unused in the original packaging as listed in our return policy we will also provide a refund for these items as well.

If you need to speak to me regarding this dispute or our mutual client they can feel free to contact our Installation services department at ###-###-#### option #3.

Thank you,

Review: We purchased a pool alarm and spoke with the salesman and told him that we had a 20x40 pool and would like to purchase a pool alarm. The salesman sold us a pool alarm that is only for a 32x16 pool and it will not cover the full area of our pool. My husband went to island recreational and spoke with a manager and was told they couldn't help us because there is no refund on pool alarms and nor do they have a pool alarm to fit our pool size. I myself went into the store the next day 7/*/15 at 9:36 and spoke with a manager who reported to me that there would be nothing he could do and that there are many people who return pool alarms after they have an inspection and I said that this was not the case and all I wanted is to have a pool alarm to fit my pool because I have very little children and he interrupted me and said that the pool alarm would be fine and never had a problem with this pool alarm fitting a bigger pool. I told him sir I am sure you would feel comfortable with that but my children's lives are not a thing I would like to gamble on and if they happen to fall where the sensor doesn't cover, I am sure you wouldn't back up that statement. The manager said I could call the main office, which I did two times from 9:41 am and 12:14 pm without a call back. I finally called again at 4:45 pm and talk to a Mel (manager) and he agreed with me but said he couldn't refund me nor do they have an alarm to fit my size pool but that I could purchase another pool alarm and put two Alarms. I told Mel that it wouldn't be fair to me to have to spend more money when their salespeople didn't represent the product correctly and requested to Mel that at this point I wanted a refund. he wrote in the computer my complaint but that I would have to talk to the manager in the deer park location William. I told Mel that this didn't make sense and I am getting the run around, he understood but said he could not override the system and put in the computer to have the deer park manager to call me back. please helpDesired Settlement: Refund. The product is unused

Business

Response:

At the current time the retail location has contacted the consumer and offered a second unit t at 50% discount.

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 sold an item that was not what I requested for my pool size. They should refund my money? Their sales people were not educated on the product and I was mislead regarding this item.

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

Sincerely,

Business

Response:

I have spoken directly to [redacted] and we have authorized a return of the unit in question. [redacted] will return the unit today

Consumer

Response:

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

Sincerely,