Island Recreational

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.

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.

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.

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.

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.