Island Recreational Reviews

Disappointed in my pool purchase. The pool was sold with installation included. Upon installation, we were charged an additional $550 for leveling of a spot. We had a prior pool on which was incidentally installed by island recreational the first time. We were then told the filter installation was not included. When I questioned the salesperson, she said I always tell the customers they can install it themselves. It’s easy. This was not explained to me at the time of the sale. We converted to salt on the new pool and not sure on how to install the new system. Of course now they tell it’s over $200 for installation of the filter. So buyer beware when they say it includes installation. It really only means they will build the pool only.

On 11/06/2024 drove to Medford store to purchase water bags for pool, when we arrived some manager said water bags not on sale, At that point showed him 11/02/24 ad statement END OF SEASON CLEARANCE. Take 50% plus 20% Everything in store. Print ad or show on phone. When we gave the manager copy of ad was told water bags not on sale.

I went with their salt water installation and the next season it didn’t work because the guy who installed it glued the cell so we weren’t able to get it to work. Calling them was no response, when speaking to ROBERT in the Medford office said he was going to hang up on me. Still no one has gotten back to me. They will be hearing from my lawyer for a refund!! Stay clear away people.

It has been a while since I have written a review but I felt it was important to give my experience dealing with this company. This is the absolute WORST. They sold me a pool with the wrong pump, no warranty the installation was horrible and no advice on how to plug the pool. In fact after several hundred dollars in supplies and endless trips to other stores over a year later I finally got my pool up and running and even that is with a hope and prayers a place like this should be SHUT DOWN....what they do to the public is inexcusable. I had to go to countless other places before I realized that the pump they gave me was not the pump they put in writing and when they installed the pool it wasn't even to code. The electrician actually showed me others that tried to get in their pool under these circumstances and LOST THEIR LIVES.. others please be careful this store just want your money and then you never see them again... IT'S SAD.

Excellent from start to finish. Everything as promised. Timely. The saleslady was Excellent and installer was great. He works for them for years. Had new above ground pool liner installed a few days ago. So far all Excellent. Above and beyond. Cleaned everything up.

Island WRECK is terrible! If I can give it 0 stars I would! From buying a heater which only lasted a year and they blamed us for it breaking! Then getting a liner which they had to come back 3 times! First time they installed with a big old hole in it, second time they never cut a hole for the skimmer basket, finally third time they got it right, but also proceeded to step in dog poop and wipe it off with paper towels and throw them all in front of my house like animals! Customer service sucks, I've emailed and emailed and no one ever gets back to you! I honestly don't even know how they are still in business, but they definitely won't be getting my business ever again! Multiple changes and multiple failures by them! Don't waste your money! Go anywhere but here!!

I recently purchased an above-ground pool from Island Recreational, and I can confidently say it was the worst decision I've ever made. From the very beginning, their unprofessionalism and lack of knowledge were evident, making my experience nothing short of a nightmare. The initial allure was the low cost of the pool, which was lower than their competitors. However, I quickly realized why the price was so tempting. After the sale, their customer service plummeted, leaving me to deal with a brand new faulty pump that didn't work. They told me to go to the store and swap it for another pump that also didn’t work. Their solution? Drive all the way to their repair shop in Massapequa to have it looked at. It's absurd to expect customers to do this for a product that should be working perfectly from the start.

I have shopped at their Massapequa store for years and receive their emails. I received an email today about a special sale on liquid shock and drove right over to purchase 4 bottles. The cashier asked for the coupon, but I had forgotten to bring my iPad so he asked for a store rep to insert the code so I could receive the special and gift card. Then he sent me to the customer service because the rep had inputted the wrong code. The woman at customer service reprimanded me repeatedly that I should have had the coupon with me. I finally got so annoyed at her procrastination and rudeness that I finally said, “Just give me the damn gift card so I can leave” to which she told me to get out of the store because I cursed at her. I spoke with the manager about this, but he told me to get out and no gift card!

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.

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.

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.

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 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.

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.

I ordered a pool in January. In March I received a call to schedule the pool delivery. I asked for end of April, but the person told me that it's in-stock now, he is looking at the pallet, and if I don't schedule my delivery sooner than later then there is a chance that they might sell the pool and I will have to wait longer. So I compromised & scheduled for today (April 16) and told someone would call me the day before to give us the delivery window. When we didn't get a call yesterday, we decided to call and spoke to the installation department. Apparently my pool was out of stock (funny thing Facebook says they have all pools in stock & deleted my comment when I said it was false advertisement). No one was going to call me and tell me. They blamed the store. So the store manager called me. When I asked what happened to my pool that was "currently sitting in front of them" he pretty much blamed the installation department.

One of the delivery men was very disrespectful and nasty. He didn't care about anything in my yard with regard to the delivery. He was rough with my things and kicked my hose box that was in his way. He spoke to me with an angry and disrespectful tone. He made a comment about "women!"

On Sept 12, 2020 I purchased a Saltwater Pool from Island Recreational in Massapequa (paid in full). I received a phone call several days after stating that a Surveyor would be coming on Sept 24 and the Pool delivery would be on Oct 1. They further stated that I was scheduled for set up Oct 9 and the filter and pump would be on Oct 13. The Surveyor arrived on the specified date and told me I would need 3 yards of sand to install the pool. I had the 3 yards of sand dropped in my driveway. I received a phone call from Island recreational (after 5 pm on Sept 29...less than 48 hrs before Delivery) telling me the pool would not be delivered till Nov 15 and the installation would have to wait till spring (no date given). I now have a driveway full of sand and pool that will be delivered on Nov 15 that will take up the rest of my driveway for more than 6months.

Purchased a pool heat. Heat work for two day. Now I've been waiting since June for a replacement. I've been calling and going to the Massapequa store every other day. I've spoken to a few people from their office and they kept giving excuses. Then on September 16 I got someone in the office. They gave me a delivery date of September 18 between 3 - 7. No one ever showed up. No call, no email, nothing. Now it's September 19 and I'm on my way back to the store to speak to a manager that has no clue whats going on. I will never walk into this store again. I will purchase all my pool supplies online from the pool factory. To anyone looking to purchase a pool save yourself the aggravation and look elsewhere. Trust me. You'll find yourself in the same situation.

First of all my liner was supposed to be installed in March but never showed up, never pick the phone on customer service. Finally they approached me in August and said they got the Liner and installing it I asked is it same I ordered they said yes. But after installing I found it was different than I order. My kids are not happy and disappointed. Then liner was not properly installed one side of it (about 8 inch) already coming out but the customer service or sales department not replying to phone calls so not able to contact them. Very frustrated and not sure what to do. Luckily I had canceled my heat pump.

This company is awful. We ordered a pool robot cleaner in the beginning of July. We called daily after the date it was supposed to be shipped (July 22nd). It has been 5 days of non stop calling and no one can seem to answer the phone. After getting the run around from their awful service and never being in touch with a rep, I decide to take the one hour round trip to the store myself. Once getting there, I see four people at the register who seem to be doing nothing (which is strange because the call line said they are "SO BUSY").

Ordered filter and pump online in May. Website said fulfillment mid June 2020. It is now mid July and regardless of how many emails or messages I’ve sent or attempts at phone calls I have not received any replies. They already have my $540.00. I would just be happy to get a date I will receive my filter and pump. Or refund my credit card. Half my swim season is over at this point.

I purchased a saltwater system On 7/23/20 that does not generate chlorine and reads wrong salt levels. The manager stated that theses units are defective and reads 1000 ppm of salt higher than it is. So the unit can not produce chlorine. I have documented all testing of water that backs up my review that the salt ways salt generator does not work. How can they get away with selling a non working product. The product had no support number or address. This is a scam and I don’t want others buying this problem. They will not replace the system which is 6 days old.

I purchased a $600 pool ladder a month ago. On the website it said it would be in stock the day after I ordered it. I still haven’t received it or an email letting me know what is going on with my order. I’ve already been charged for it. I’ve emailed and called so many times and they don’t respond.

I went to the store and they set up the date for 7/6. I then received a response via email with that same date about an hour later. I hope they come! My suggestion, make a delivery date right then and there if you buy a pool.

I had my pool/heater installed May 2020. It is now June 2020 and my heater is already broken. I have been calling for about 4 weeks now, only got one response and had HVAC company come to me to tell me there was a leak in a pipe. Even they couldn’t get in touch with Island Recreational to get further instructions. I call daily and can’t get through, yet they still show their commercials on tv selling their products. Take care of your current customers that have paid in full!!!

I pre ordered a pool vacuum online. They would change the estimated delivery without notifying me, they did this several times to where the expected delivery date is now a month past the original delivery date. They stated it was due to the COVID19 pandemic. I understand shipping has been affected by the virus but it's the end of May and other companies are delivering faster. I contacted their customer service dept via messaging several times for a delivery date. The first response was polite, the second was not so nice. I was frustrated but polite. Their response was to cancel my order and to pick it up in store. They said I was abusive. I only asked for a delivery date several times because I wanted the vacuum before July 4th.