Island Recreational

Review: I purchased and had installed a 12x24 pool in early 2012 when purchased I was informed that in the event of ANY damage the pool would be covered under warentee. I recently went to uncover my pool this spring 2015 and the pool has collapsed on 1 wall with the skimmer attached to it which has in return caused the other sides of the Pool to start buckling and has pulled the liner into the pool. I contacted Island Recreational immediately the same day on 3/**/15 and the redirected me to [redacted] Inc who is apparently their warranty holders. Island recreational stated that there was nothing they could do for me that I now had to deal with [redacted]. I contacted [redacted] on the same day sent in there warranty claim form as well as multiple pictures of the pool at there request. After repeated phone calls I finally received a call back on 3/**/2015 to inform me they were still working on the claim. I received an email later that day to inform me that because of the extreme bad winter we had in our area they will not cover the cost of the pool will not replace it and will not reinstall it, in order to keep the peace they were only will to give a 50% discount on the aluminum parts for the pool nothing further. The pool has only been used for 2 seasons and both of those were followed by a worse winter season than what we received this year. This excuse is completely unacceptable! The pool needs to be taken down and put back up to working conditions the way Island Recreational said that the pool would be covered under the warranty.Desired Settlement: I am only looking for complete compensation on All necessary replacement parts to include but not limited to the aluminum wall, the skimmer, and the vinyl pool liner. I am willing to pay for reinstallation of said parts but will not pay for all of any necessary parts.

Business

Response:

We have spoken directly to [redacted] and directed him to Swim N Play. Swim n Play is located in [redacted] and is the manufacturer of the swimming pool. Swim N Play processes their own warranties. Island Recreational does not hold or process or evaluate the claim. The warranty is for manufacturing defects only not "ANY" damage as previously stated. [redacted] has had his claim processed through swim n play. It is a pro-rated warranty. Swim n Play has offered to issue [redacted] 50% off any parts required to correct the structure. Labor or installation cost are not warrantable. If [redacted] is looking for more coverage of his claims he would need to speak to swim N Play as he has been. Thank you

Review: Island Recreational , installed an above ground pool in my house , but they didn't performed the proper intallation because after the pool got filled, the wall of the pool have bents all around the base, and the pool looks that it can collapse any time. Also if you see the pool wall is not in the base trak all the way in some part of the pool. By looking the final result of the pool installation you can see that the installation was not done professional , like they claim to be.Desired Settlement: I will like for them to fix the pool and reinstall it the proper way this time or to return my money and I will pay a professional to do the job.

Business

Response:

In response to this issue [redacted] spoke to [redacted] and on 5/**/2014 stated he would e-mail photos of the affected pool so we can address his concerns. To this date we are still awaiting photos of the pool to address and resolve his issues. He can send the photos to [redacted]

Consumer

Response:

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

I did Send the pictures to them on the the ** of May , you can see the e-mail they replied back to me sayinf the they received the pictures and that they going to review it. Also here is just a few of the pictures I did send to them. I couldnt send you all of them because the system dont let me.

Thank You

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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:

Yes they offered to pay for water and salt, also to install a new wall at the end of the season, but that is unaceptable, I can not have my back yard undone all summer waitting for the season to end, for Island Recreational come to install a new wall that we dont know if they will do a good job anyway at this point we dont want them to work at my house, they do not have professional people working for them. I need to do the land scape around the pool struture so what they are saying that in september they are going to come back and destroy my yard again. They are saying that the pool wall is good and do not affect the integraty of the pool, but as you see in those picture I send is damage. I willing to keep the pool wall like that but they have to give us a significan discount because we paid for a brand new pool no a damage pool. So if we going to have a damage pool so I will paid for a damage pool. We are willing to do because we dont want those people baco to our house, they been there three times and we have the same result.

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

Sincerely,

Business

Response:

es a new pool wall was offered and a different installation crew to change out at seasons end

Review: I bought a pool cover less than two years ago, it was supposed to be a good one with a 10 year warranty, the cover started to disintegrate allowing dirt to go through the small holes that were appearing. I went in late June to talk to a manager, and I brought the cover with me to show them what was wrong with it. The manager looked in his computer and told me that the cover had a ten year warranty, but I have to wait until august [redacted] to bring my old one back and get new one. That is what I did, but when I went back on August [redacted], I was told that there is no warranty and I have to buy a new one. The mananger [redacted], was very agressive from the beginning, he would not let me explain and he did not want to take a look at the cover, saying that he thought he knew what was the problem without even looking at the cover. When I opened the cover on the floor to show him the problem, he told me that he could not help me, and got more aggressive. He started using foul language and I told him that I was filming (which is legal) his inappropriate behavior. After that he got out of control and started insluting me while trying to take my phone away.Thankfully, my father who is seventy years old, tried to calm him down. The manager then told me, "that I need to get the [redacted] of the store," then he grabbed the pool cover which was on the floor and tried to throw it out the exit door. I was standing on it and while he pulled it he lifted me off my feet and flipped me, thankfully I had a good reaction and landed on my back instead of my head hitting the concrete floor. He was frightened when he saw what happened and threatened me to leave the store before he called the police. I decided to wait for the police to come and I told them exactly what happened, and filed a police report. I would never have expected this behavior

from a manager.All I did was what they told me to do, back in June. I will never return to any of those stores again.Desired Settlement: They should back up the product with a manufacturers warranty and disipline the manager for what he said and did.

Business

Response:

Tell us why here...Please note we entered a warranty order for the customer which is order [redacted]. The customer can pick up the cover when they can.The store manager in question will be spoken to.

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: Early in June (2014) I purchased Blue Torrent two speed pool pump, supposedly as part of [redacted]'s mail in rebate program (for which Island Recreational asked me to fill out no rebate paperwork, letting me install the pump myself-contrary to [redacted]'s rules). Less than three weeks after installing the pump, the pump stopped running. I returned to the [redacted] store where I purchased the pump and was told I must first have the pump checked at their [redacted]epair facility and get a warranty authorization, then come back to the store. I was told however that they did not have my top discharge style pump in stock. After explaining that my pool had already been sitting with no circulation for days I was told that a truck from their warehouse wasn't due for several more days.I was told I could go to the warehouse in Deer Park myself where they did have my style pump.

I went to the repair facility, where, in the five minutes I was there, two other people brought the same pumps in with the same problem, and where the repair technician, when asked, admitted to me that these pumps had been coming in to the facility steadily. I received my warranty authorization and was told that before proceeding to the warehouse, I needed to go back to the [redacted] store for additional paperwork.

Upon returning to the [redacted] store, convinced that a new pump would last no longer than the first, and so I asked for a refund. Naturally they refused to refund my money citing their "refund policy" that had no provision for defective items and stated that refunds would only be issued if the item was returned in the original package, in resalable condition. After some arguing I was assured that the pump was in stock at the warehouse and resigned myself to pick it up, knowing I would be repeating this experience.

I went to the Deer Park warehouse and was given a new pump which I had to sign for. Before leaving the facility I decided to check the pump and found they had given me a side discharge model which was totally useless to me. I returned and told the warehouse man that he had given me the wrong pup. He explained to me that he knew this but that they had no more top discharge models. I asked him what I was supposed to do with this and he said he understood but wad told regardless to give me this model .

I returned to the [redacted] store where I demanded refund which again they denied based on their "refund policy". They offered me no choice but to keep the incorrect pump.

Now my pool was sitting with no water circulation, becoming a health hazard, so I a had no choice but to purchase a purchase a pump elsewhere . Now I am stuck with a pump I can't use.Desired Settlement: Take Back the Incorrect Item and Refund My Money

Business

Response:

I have spoken to [redacted] as of receipt of this notification and provided her with call# [redacted] as authorization to return the unwanted pump at this time and apologize for any inconvience this has called.

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.

There was a misinterpretation of [redacted]'s phone message. I returned the item yesterday and received a refund to my credit card.

Thank you for your assistance in resolving this matter.

Sincerely,

Review: I purchased a advertised product at the Island Recreational [redacted] location on Sept. **,2013. The item in question was vacuum hose for a pool vacuum. I brought the items to check out and paid by credit card. WhenI checked the receipt I saw that I was charged full price. I showed the cashier the store add showing the items that were on sale. 50% OFF ALL VACUUM HOSE. She called over a man who was said to be the [redacted] and he told me he would not honor the add. (This item was also advertised in their previous add dated 07/**/2013-08/**/2013. The current ad is dated 08/**/2013-09/**/2013. I called their customer service number(###-###-#### to get the problem resolved and was told there is no one there that can help me.Desired Settlement: I want the sale price honored

Business

Response:

We have spoken to [redacted] as of 10/**/2013 we are going to send him a check refund in the amount of $37.00 per the advertisment.

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 amount due is $37.46 and I requested it be credited to my Discover Card as per their return policy.

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

Sincerely,

Business

Response:

Upon reciept of this notification I have directly spoken to [redacted] explained refund checks take 10 to 14 business days. Monday the [redacted] was a federal holiday and he will have his $37.00 check in the next 3 to 5 business days. the check is being mailed first clas us postal mail.

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 have received a check by mail this day 10/**/13 in the amount of $37.00. Although the amount is short $00.48 I will accept it as payment. in full. This is the type of response I have come to expect from this company Their bussiness plan to short change the customer is something I have come to accept from Island Recreation as a company.

I would to thank the Revdex.com help in resolving this matter.

[redacted]

Review: Bought a pool motor that was defective. After a heated discussion they finally gave us a new motor which again was defective. Wanted our money back for the motor ($200) not the other $500 we spent in the store. [redacted] would not do a refund saying we had to send it to repair. The motor was an hour old. He said we used it. My husband said how can I tell if it works if I didn't open it and try it. After speaking with corporate they said the store [redacted] can make the decision to take the item back but the [redacted] refused. There was heated discussion between the [redacted] and myself and husband but the [redacted] would not take it back. It was the worst customer service I have ever had to deal with.Desired Settlement: All we want is to return the motor for a refund. It was not like we were trying to return an item we had for weeks. We brought it home, it didn't work and we want a refund. We are not looking to return any other item, just the motor ($200)

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,