Thomas B. Doyle, Esquire

Champion, the installation company, has completed the pool. We spoke to them directly. The parts were ordered when we were notified and were being sent to the consumer directly.

Revdex.com:
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 not ready for use until the salt water generator was set up and water was to correct level after 8/*. I was told 5-8 for leveling and charged for 9. The guys came hours late after the business was closed for me to even speak to someone. I want know why this company took my money in June in full and failed to produce a pool when promised while the weather was not a factor. They should have known their stock prior to promising it for July [redacted]. I also want to know why a manager never called me. I spoke with a friend at work who also used Island Recreational and said the sand issue about having to pay to move it happens to him too, but he was able to call because it was working hours and was given a 100 store credit for that. Yes we were upgraded to a larger generator becuae ours was backordered, but on the day they were supposed to install that one on July [redacted] they called to reschedule because ours was backordered when my husband went to pick up the new one prior to that so i'm not sure what the issue was. My husband called and nobody knew why it was reschedule so it looks to be retaliatory for my complaint. We also had to go and purchase an additional cable to hook up the new generator and had to send additional money. Since my pool was not operational until after 8/* I want to have the sale price offered on all items I did not get to use I purchased in June. Any other retailer would do a price adjustment if the item a consumer purchased
 In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We apologize for the behavior of our store and for the way [redacted] was treated.    We strive to handle each customer with the best customer service, clearly we failed this time.   I would like to extend  my apologies to [redacted].  I have entered in a $200 store credit...

to be used in the store on ANYTHING.  The credit # is [redacted] and is under the account phone # of ###-###-####.   Once again, I offer my apologies and hope that we can better serve you in the future.  If there are any issues, at any time, please do not hesitate to contact me.   Thank you Chris

[redacted] / [redacted] was told as of June [redacted] that [redacted] was reducing the cost of the service to $200 and we would issue a $200.00 Gift certificate to offset the cost but we do not arrange service on [redacted] behalf as we do not keep [redacted] schedule nor the consumers schedule. **. /[redacted] has to contact [redacted] Direct to arrange the service call as they can sync their schedules. [redacted] can be reached at ###-###-####.

Revdex.com:
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]
Just like I was lied to about the packet being mailed out on Friday August [redacted] and me receiving it by August [redacted], I am lied to again as there is nothing in my mail from Island Recreational today on Wednesday August [redacted].  This company just doesn't know when to stop lying!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

There is an appointment to change the pool liner this Saturday 6/**, the customer is aware of this appointment. The water bill can be submitted for reimbursement along with the store giving the salt at no charge.

Revdex.com:
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 receive two phone calls, one was a few weeks ago and one at 845pm on 5/**. On the first phone call which was when Original complaint was filed I was told that the problem would be resolved and I would get a call back to schedule repair. Never got the call back and when I called I was told that I had to speak yo [redacted] and he is not in today. After three atempts to no avail, I decided to hire someone else to fix issue as it needed imediate attention or it would cost me far more later If not resolved.  I did explain this to Island Recreational before complaint was made and was told it was not their problem.  After complaint they call and ask to set up an appointment,  but never do so. I did call back yesterday and was told once again that [redacted] wasn't in to try again tomorrow. If they truly had intentions of resolving this issue the appointment would have been made on the first phone call over a month ago.  Why I had to wait on a call back for appointment is questionable. Anyways at this point I spent $175. to get it fixed and Island Recreational has lost a long time customer of over 10 years.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

The consumer was told that the pool had to be completely drained for the liner changed. Then the crew arrived, there was 5" of water in the pool, they did not say they would come back to install the liner. They were informed to call in to reschedule the installation. We have instructed them to bring...

the liner back to the store for a full refund on June [redacted], we can not refund if the liner is still in their possession

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Island Rec has given me the pool liner as agreed to. Therefore my complaint has been satisfied. I forgot to go into the email yesterday and update the status with Revdex.com.
Sincerely,
[redacted]

Revdex.com:
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:

Island Rec did call me to resolve, I was told they would send men out to fix problems. Then never called back to schedule.  When I called was told the gentleman I spoke with was not in. Called again same responce. I have since called another company to fix my problem as my pool has now turned green waiting on Island Recreational. Thank you for your quick response.  Should Island Recreational call me and come out to fix before other company shows up,  great. If not I will bill them for whatever it costs to resolve this problem. Thank you and have a great day.[redacted] 
Sincerely,
[redacted]

Revdex.com:
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,
[redacted]

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.

The FREE leak check was performed on 7/**/15.  The hole in the liner is underneath the step, there is no mat protecting the liner from damage done by the step. The sand base has nothing to do with a hole in the liner. If we were notified of the divots in the pool liner from the beginning, we...

would have come out to re-trowel the floor. The divot did not cause the hole, the ladder/step made the hole in the liner.

We do sincerely apologize the pump in question is on backorder as explained to [redacted] when we called her and left a message with the information. We have re-scheduled the appointment based on anticipated arrival from the manufacturer or We can process a full refund for the order since...

no equipment has left our facility as of yet.  We do apologize but it is a manufacturers delay on the pump we do have the filter tank on the order. We just Need [redacted] let us know how to proceed with her order with us. We have left a message on the number provided ###-###-#### to no avail...

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

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

Revdex.com:
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,
[redacted]

Revdex.com:
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 IS A INSTALL ISSUE . Island Wreck installed the skimmer ..... Due to poor install its leaking . The manufacture is telling me its island wreck issue. I cannot afford this , PLEASE HELP ME 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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