About Island Recreational
Island Recreational offers a variety of pools, spas and quality supplies to suit your needs. With customer service being a top goal, we strive to provide our customers with care and maintenance advice through our White Glove Pool Service. We currently service Nassau and Suffolk counties on Long Island. We pride ourselves in the best selection at the best prices and are happy to answer any questions you have on your new products and supplies.
Overall Satisfaction Rating
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Had my pool installed two years ago, the skimmer gasket was not installed properly. I have use a snap in cover so I have never removed the screws to install a winterizing plate. I went to the store and was asked if I need help. Told the guy the story and he said right away I didn't winterize it properly. I bought the part and removed the old skimmer and notice the gasket was installed right. Went back to the store and showed them it was installed wrong, and was told it's only warranty for two weeks?
We purchased an inground automatic robotic pool cleaner for 700.00 in 2020. Used it for one full season. In 2022 the machine stopped working. The machine would start then quickly shut off. We called the repair department and was instructed to bring in the machine. We tried letting them know that we live in Florida if they would send a call tag for the item to be picked up. They said no they don't do that. We waited to bring the machine to the LongIsland service department due to shipping was over 100.00 due to its weight. We visited with my daughter on LI and took it in. When we picked up the machine we were told it was exchanged for a brand new one. We drove back to Florida excited to get the pool cleaner in the pool.
Once we put the machine in the pool it immediately started beeping and all lights flash continuously. We tried to reset the machine to no avail. We immediately contacted island recreational and explained our situation but was told to bring in the machine. I asked if they would please pay at least half the shipping to get it to their repair shop but the woman on the phone said they couldn't do that. I asked to speak to the manager and she replied, "I am the manager". I told her that this is wrong what was done to us. How they told us we got a new machine and the machine is in fact defective. The so called manager wouldn't hear reasoning and said they wouldn't send a call tag that we needed to bring the machine back to long island or ship it to them.
This is horrible customer service. We've been loyal customers of island recreational since living on long Island since 1999. We purchase items from them and have them shipped to us because we really liked supporting our long Island businesses, but now I will be shopping for our pool items from unfortunately Amazon where we can get the peace of mind that it can be shipped back at their cost.
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We decided on a 15' round smart salt package that was dictated as turn key. Nothing aside from scheduling a few things initially was the most involvement. Lies! The money was quick to be taken after that total horse **. Details regarding back orders never provided. Multiple leaks. (2) bad pumps. Nothing was tested. I was told repeatedly the electric I had installed was no good and had to be redone. When in fact it was done perfectly.
The variable speed Black and Decker pump is JUNK! The digital control on both pumps was the issue the whole time. Had to make (4) trips to the Medford location myself to get warranty parts for the installers. I had to purchase all new hoses and hose clamps due to extremely poor quality. In the end this was nothing close to turn key. The quality on the hoses and clamps were subpar. I never was reimbursed for the price difference between the pumps. I had to spend unnecessary time/money on fuel and new hoses. Total ** show. Buyer BEWARE! Don't bother calling any phone numbers. They all lead back to mindless drones who are clueless.
Hole in liner due to installer smoking cigarette while installing. Liner was supposed to be replaced and guy never showed. Liner finally replaced replaced, but hose leaking. On hold for hours to try to get fixed. Still not fixed. Had pool installed in May. It’s July, and I still can’t use pool. Very unprofessional.
I entered the store on 4/28/22. Everyone was helpful with me finding a pool. I paid $6,560.91 for an above-ground pool. The next step was for me to get sand. I got the sand. A couple of weeks later they came and they put the pool up and that was $300 and then they dug up my grass. They left it in a pile behind my garage. They said a garbage man will come and pick it up once you bag it up. I found that disgusting that I had to pick up all of that grass and dirt and bugs. I was never told this when purchasing my pool nor was I told about the cost after that they told me that they can't install the filter and the pump because it's not their job and someone will call me in a day or two. No one called and I had to keep calling over and over and over again.
Finally I spoke with Robert and a man named Chris at installation. Robert was so disrespectful. It didn't make any sense. It was like I was inconveniencing him to arrange for someone to come and install the filter and pump after paying over $$6,500 in the store. I am now hit with another fee to install the pump and the filter. Fee after fee after fee. Why I had to wait for someone to come in and install a pump and a filter after putting up a pool is beyond me and that was also going to be another fee. The men came on May 25th to put in the filter and the pump. I had my contractor here because I had a doctor's appointment and I called the installation department and explained all of that. I even told them that I would cancel my doctor's appointment if I wasn't able to get someone here.
The installers came and my contractor saw them and signaled to them to come in. They heard him and saw him signaling them to come. They pulled off and I was told by Robert that the homeowner needed to be there. How did they know that that might not have been my husband. They never spoke to him. They just pulled off. I called back to the store and Robert tells me, "You can come in and just cancel everything or wait until June 1st and we'll come back or come down to the store and cancel everything and that will be the end of it." So I go back to the store to do just that and then I'm told that I cannot cancel my pool order or return the pool. I have to drive over 20 minutes to get there.
Every step of this process had me literally in tears and wanting nothing to do with this company. Then I was told by one manager that I had to disassemble the pool and take it to a town in Suffolk county by the name of yaphank then another manager comes out and says, "No you can't do that there's nothing you can do." Then Robert comes out of somewhere and says, "I'm trying to help you" in front of all the other workers and managers. I said to him how could you be trying to help me when you hung up on me after telling me to come down to the store and cancel everything of which I was trying to do as he suggested and he then walks away so this is where I am and this is where I stand.
It's been nothing but a headache. It's been nothing but aggravation. My birthday is May 26th and I was hoping to be in my pool enjoying my backyard for my birthday. That's not going to happen. I am thoroughly and utterly disgusted. In my profession if I treated a customer that way I would be in search of a job with all that's going on in the world and paying upfront in full showing how much I want this pool and how I expect great customer service. The whole time apparently I was asking for much too much. So I left there today May 24th 2 days before my birthday and just sat in the parking lot and cried and when I was finished I went home. I wish there was zero stars but I had to say one star.
Two years ago we purchased an automatic vacuum with a lifetime warranty. Went to the Medford store because the vacuum was not working, the Medford store said we had to go to Massapequa. They said they could not help us, so I asked if they could ship it so I can avoid a trip of 30 miles, was told NO, the employee in Medford stated that I would have to drive it to the Massapequa store. We traveled the 30 miles to the Massapequa store to be told that the store is separate from the repair shop and is closed on Wednesday and Sunday (how would I know after the Medford store told me to go to Massapequa today?
I asked the customer service rep in Massapequa if they can hold the vacuum and give it to the repair shop tomorrow to save me a trip, was told no several times, now we need to make another trip 50 plus miles round trip. Called Island Rec's customer service, stating my situation, no help although I was told that a supervisor would call me back shortly, two hours later no call back, Been a customer of theirs for 20 years, will not be a customer anymore.
I got sold for End of Summer Pools Sale in Sept. 2020. I was told only if I agree installation in Nov. 2020 and “EVERYTHING IS INCLUSIVE”. Not a big deal to me I have the area prep already for a new pool. In Oct 2020 someone called me for the installation date for March-April 2021. I called the store numerous times but no one picks up. I already memorized that press #3-installation Dept. Press #5- Customer Service.. You can have your finger fall off but no one will pick up.. Left messages but no return call.. I went personally to the store Customer Service clown and was told that I postponed the installation for the following year 2021 and I was told that I can only get the sale price if I agree install in Nov. 2020.
When I asked how it happened - the clown has no answer. He then showed me the sale paper - advise to all - check every detail info in the papers before agreeing or just avoid this store. The clown pick up the phone and said the company is out of pools. How many people do you know that want their pools installed in Winter Season? My opinion - no pools available and no installers will do it in winter.. They just pull a fast sale on me.. Come March - April, the site was surveyed for the installer. I paid 2 people in CASH ONLY Payments to install the frame & pump which I was told installation is included in the sale price.
The Salt Generator was not delivered- the installer made a comment that the salt generator has been in back order since May of last year 2020 and should get the price amount and buy it elsewhere. Again- multiple calls/message and frustrated. I all fails - go to the store if you want things done.. If you have a lot of days off or better thing to do than following and telling this clowns to do their jobs- then deal with them at your own risk. So the so called salt generator did not delivered but a Salt Ionizer that they probably picked up from Toy Store.. So scheduling an installation of the Ionizer is like pulling teeth without **. So moving to trying to apply for pool permit, Town of Hempstead wants the site survey report particularly the measurements of the hanging wires if any.
I guess I don’t have to write in details on how many calls I made.. I went to the store and spoke to the customer service wannabe clown explained the situation but not receptive and told me that that I’m the only one who have a problem in this issue, he made me speak to another clown Chris who told me he will email me the survey report.. I think you can guess what happens next.. So I called almost every day. But all I can hear after multiple ring was pick up then hang up Click.. With the Caller ID they know exactly who’s calling.. So I used another phone to call- sure enough this person Daniel called and said Chris is not available and was told he will mail the Survey Report. When I asked on what happened to them he will email me weeks ago, he had no answer..
He then put me on hold and I heard - click. I called again and Alleluia I spoke to same Daniel otherwise if another person picked up he will say I’ll relay the message to the right person. At any rates this Daniel guy said it’s better to mail it to me so I have a hard copy.. I didn’t know whether to scream or laugh out loud.. To this date- I don’t have the Site Survey from these liars.. I just went on my own to find someone to do it.. I used to get my pool supplies from this store but I totally stopped giving them the business.
After you read my frustrating experience with this Island Recreational Store, I leave you to decide if you want to give this your business.. With all the comments I read all over related to this store, it looked like everyone is on the same boat with their dealing with this store. I just hope the owner wakes up before he lose his business ... Thank you for reading this review.
I purchased a product from them. It took 2 days to get a tech. He tried 1 thing and said file a warranty claim...7 to 10 business days... 7 days later call number 4. No answer. After a week of waiting and was told I might get an answer next week. I asked for a manager and was told that the person I was talking to was a manager. When I asked for next level up he laughed and hung up on me. BUYER BEWARE. DON'T USE THIS COMPANY. THEY DON'T SUPPORT WHAT THEY SELL.
This is our second pool with Island Rec. We are having a new pool installed on June 17, 2021 the surveyor came out and told us it would be around $250 to re-prep the existing area where your pool has been on for over 10 years. The prep team just left and it was $600!!!! Something is definitely wrong here, I’m also going to be complaining to the Better Business Bureau. We cannot get through to Island rec. We keep getting hung up on and jerked around from one department to another. This is horrible nightmare after spending over $4000.
I purchased a pool from Island Rec in October of 2020 with a delivery date in March 2021. All went well except, my free installation cost me $405. My son and I humped 1 1/2 yard of sand into my backyard literally 2 ft from the site, there was an existing pool there with a sand base. The installer said, "Why did you get so much sand?" Well that's what I was told to get, he said not with an existing pool and charged me $40 to put 1/2 yard on the existing site. Sand handling charge to put the sand where it belongs.
My existing pool was up against a deck, $50 per section to install the pool against the deck, another $250. They literally built the bottom track and pushed it against the deck. No one went under the deck, really ridiculous. That would be like ordering furniture, having them build it in your living room and charge you to push it against the wall. My existing pool was level but of course it wasn’t, $45 per inch to level the existing level ground, which was suddenly 3 inches out of level. The installers have a great racket.
Now comes the good part. They installed my skimmer and told me to fill the pool 1ft per day. I said I wouldn’t cut the skimmer yet because the liner will stretch as it fills up, no problem he says, he steps on the liner by the skimmer hole and says he stretches it out. Install the skimmer, fill the pool only to find the skimmer leaks. Factory defect which they already knew about. Went back to store with video of water leaking out of seam on skimmer. I heard the guy at the register on the phone say “you know those skimmers that are mysteriously leaking? Well there is another customer with the same problem," so they knew about it. "No problem. We will give you another."
Guy comes today, May 2, to replace the skimmer and guess what, when he takes the skimmer off the pool, the liner shifts down because it wasn’t stretched enough and the hole doesn’t match up anymore. Now I’m **. Installer doesn’t want to put new skimmer on pool because the gasket won’t line up. Call customer service and they say to drain the pool, are you kidding. What else can I do. So back to the store again and I demand a pump to drain the pool and 100 ft of backwash hose to reach my street. What a cluster “**”. So now tomorrow someone else is coming to readjust the liner and install the skimmer. Let’s pray this one doesn’t leak. They have real cheap prices for inferior products and customer service. Wish me luck.
Island Recreational author review by ConsumerAffairs Research Team
Island Recreational offers a wide variety of pools, as well as pool care and maintenance. It has a number of stores in Long Island and New York, that customers are welcome to visit.
Testing: Island Recreational tests pool water for all pools it has installed to balance the chlorine and chemical levels.
Pool care: It provides consistent pool care to make sure that pools stay healthy and safe, whether they are business pools or residential pools.
Expertise: Island Recreational can offer expertise on pool problems, such as pH levels, algae or water clarification.
Filters: The company helps pool owners inspect and hook up a pool filter to make sure it's working properly.
Brick-and-mortar stores: Island Recreational has a number of retail stores in New York that clients can visit to discuss their pools in person.
Island Recreational Company Information
- Company Name:
- Island Recreational
- Year Founded:
- United States
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