Thomas B. Doyle, Esquire

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.
Sincerely,
[redacted]

The pump can be brought to the [redacted] store and they will swap it out.

On Tuesday 8/**, an installer will be out to the home with a new pump. The pump will be swapped and the old pump brought back to the store.

No supervisor received any message to contact in reference to an issue with the pump.  The credit card company did not contact, they have my direct line as they have called me on prior cases. The notes on our installation paperwork and yours states that the union from your old pump is missing...

an o ring.  That is the cause of the leak. There is no crack in ANY pipe.  This was written on the installation completion paperwork on June [redacted].  If the pump is a direct swap, which it was, the old unions are used to install. No one was home at the time of the installation so the paperwork was marked "Leak at discharge union swapped from old pump. need o ring."

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 reviewed all of MY PAPERWORK I can not find an exclusion of the ladder in the install description.  It is true that it is not included in writing either.  The truth of the matter is the company's agent Gwen (sales woman who also represents herself as a manager) implied that it was.  When she said the steps, they are not a ladder, needed to be removed in the winter we explained that we could not do that with our physical limations.  She NEVER said they we would need to build them and install them.  She omitted that because she knew we would NOT buy the pool and she wanted the sale. Several times the company's agents have verbally stated they would make an exception but never follow through.  They cite liability but expect a customer with no construction experience to build and install something they are AFRAID TOO, risking injury to the people who use the steps.  That is just simply absurd!In addition the installer never set up the equipment or explained how to use it.  I was told by the company that they don't do that.  I was shocked as again they just wash their hands of the products they sold the customer.  Their position is go to the store with questions.  Prior to the liner splitting I signed up for and paid for a pool orientation at a cost of $100.00+tax paid in advance.  The liner split so the orientation was CANCELLED and not performed.  My credit card was not credited and the charge was $118.40 more than the agreed upon amount.  I have in my possession Schedule H signed by the company's installer, represented as an employee, that states the technician will explain the equipment.  Since this is the orientation I should have been given that as part of the install.  The company's position is that I never should have been given that form it was a mistake by the company.  Either way I am due a credit of $118.40 to my credit card. Everyone I know who owns a pool has stated that the equipment and an explanation of how to work it was part of their install.Since it is now July and we have been unable to use a pool which was paid for in full in April we made other arrangements to get the steps assembled and installed, explain how to work the equipment, and maintain the pool.  It is obvious that Island Recreational is not the company we thought it was and is in fact the company LET THE BUYER BEWARE was written about! Once the credit is issued to my card I will withdraw this compliant.  We will also never purchase another item from them.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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.

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 would like the Revdex.com to know in response to these accusations my husband and I are absolutely appalled and deny all of Island Recreational's allegations. In fact it has come to our attention that a neighboring business owner as well as a family friend who tried to help rectify the situation may have stated what my husband profession is. I find it not only disgusting but completely unprofessional that Island Recreational would take such information and use it against my husband. How dare they.. My husband risks his life every day to protect the the people of New York from dangerous convicted criminals and this is how he is treated? In fact, in Massapequa, where Island Recreational resides a fellow neighbor and [redacted] officer just lost his life protecting the streets from these very criminals. Clearly I see where Island Recreational stands when it comes to law enforcement. When I asked the Revdex.com for help I never thought it would get this far. All my husband and I wanted was to have our pool filter installed as well as to be somewhat compensated for the multiple discrepancies that we underwent. If putting a filter together and leaving it in the shed is considered installation then so be it. Maybe this is why Island Recreational has the reputation it does. I only wish we knew that prior to purchasing from them. It's sad that they had to lose yet another customer. I wish Island Recreational the best of luck in their future endeavors, as they will need it. [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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.
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]In attached file you will see that Island Recreactional orginally stated that they would deliver parts to my home. In their response they want me to travel 45 miles to their warehouse and 45 miles back to my home to pick up parts. This is unacceptable. They also have yet to follow through on the request to pay for installation. Island recreational wants me to stretch myself for a HUGE mistake that was made on their part.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

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

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: 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,
[redacted]

there is a service call to change the return on 8/**

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 hired them to install my Pump and filter, I had to hire an electrician to wire the pump, the gentleman from their company (after the products were delivered by them) installed the Filter and pump.  I paid for all this including the installation because I have no idea on how to do any of this.  The installer who first came to install the items said this would be no issue at all since I only live 4 blocks from the store.  I also said Id be will to pick up the pump from the store the day before the installer comes or even that morning and the installer or myself would bring back the broken one. The store refused because they didn't want me to have 2 pumps in my possession.  I'm at wits end ...    As I said an easy solution is let me pick up pump the morning or day before their tech comes.  I want everything working including the wiring of the new pump.   The present pump is not working correctly as noted on the paperwork from the last tech who installed it .    
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have left 3 messages at both numbers provided in the complaint trying to arrange a service call to look at the unit in question to no avail. We have called and left messages on 5/**/2015, 5/**/2015, and 5/**/2015. We are awaiting an reply from the consumer to discuss the referenced complaint.

At the time of the installation, the skimmer and the return could not be put on the pool.  Yes, this means the installation was not completed.  The skimmer brings the water from the pool into the filter, the return sends it back to the pool.  However, the pool would be slowly filled...

as the liner stretches.  the installer came back the following day to install the skimmer and the return.  The installation of the filter and pump is not included, nor was it paid to the installer upon installation.  The filter/pump are to be installed by the customer.

We have spoken to the customer and have agreed to refund the cost of the filter hookup in the amount of $152.06.  We have also set up a service call on Wednesday [redacted] to adjust a vertical on the pool. The customer has agreed to all of this

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

Tell us why here...the customer has been told the three holes found can be patched. They are NOT a seam which is the only thing covered by a liner warranty. To resolve this today, Island will swap out the LINER on 9/**/15. Island will reimburse the customer THREE water fills based on the gallons the...

15x27 52" pool holds versus the SCWA water rate.The customer has to have the pool 100% empty by 9/**/15

The liner has been changed, the same liner that was purchased.  The ladder assembly is not included and it is stated in the paperwork.  I understand that the salesperson did not say we do not install, but it was not said that we do.  The paperwork that is signed in the store that we do not include the filter hookup or the ladder assembly.  once again, WE DO NOT INSTALL LADDERS due to safety issues.  Every pool that is sold, the consumer must put the ladder together. I sympathize with the situation but we are unable to install a ladder. This is company policy and can not be changed.