Island Recreational Reviews

Original Review: May 9, 2015

I asked for D.E. and they said they had it, yet they gave me perlite instead without telling me of the switch. I tried to call the store but the call goes to a central number and the guy that answered told me they haven't use D.E. for years! "Fine," I said "but don't you think they should have told me that?" I told him I called up Hayward and they don't recommend perlite. Also if you switch over to perlite you have to take the filter apart and clean out all the D.E. because they are not compatible together according to online info.

Anyway he didn't seem at all interested and said he wasn't there so he didn't know what transpired. So I traveled back to the store (over a half hour away from me) and spoke with the manager there. He told me the same thing and said "yeah I guess they should have told you," but he also seemed disinterested in my concerns. So I got a refund and left and went to Leslie's and got what I needed. Not sure if I'll waste my time driving that far to get aggravated again when Leslie's is less than 10 minutes from my house!

Original Review: April 9, 2015

We purchased a filter and pump from Island Recreational and were to have free installation from White glove service. The two gentleman showed up and told us that the fittings that I had do not match the new setup, and that if they had to install any new pipes or fittings it would automatically be $89, so much for free installation, but fair enough. After the job was completed, the work they did looked very neat. When we turned on the pump, it started leaking from one of the fittings on the bulkhead of the filter. The tech told me that if I got another gasket from Island Rec., it would solve the problem.

I went down to the store and got the gasket and put it on myself, but it still leaked. I called and told them it was still leaking and they gave me another appointment for the tech to come back. I told them that it would have to be after three because we work, he told me they have no say on what time they would come. They sent me an email saying that they would be here between 9 am and 1 pm. I had my son wait for them and they never showed up. We spent a lot of money and have a leaking filter. They did not even call me with an explanation. When we called them, we were told that they came and fixed it! When asked when did they come? They replied "This afternoon". Seems like we are getting the run around. Needless to say, we are not Happy.

Updated on 04/19/2015: They set up another appointment to come and finally fix the leak. The gentleman showed up and my wife was here to witness his service call. He showed up with no parts to fix the problem, even though they had me email them pictures of where the leak was coming from. While he was here, he opened the Valve/gauge that is on top of the filter to bleed the air out of the filter while it was running.

When he released all the built up air, he proceeded to over tighten the valve and broke it. Now it doesn't close and water shoots out of it. He then asked my wife if I had touched it, obviously trying to blame me for his ineptitude. My wife told him no, that he just broke it. He started looking on the shelves in my shed where the filter is located, why he was, I don't know. Maybe trying to find something to fix it. He then went back to the car, looked around, and came back empty handed. He said he would have to order the parts. I then got a call from Island Recreational asking if I was satisfied. I told the rep that the installer never fixed the problem.

It has now been nearly a week since the latest debacle and we haven't heard back from them. I probably could have sealed the crack myself, but it was the principle of the matter. I bought a brand new filter and I wanted new parts. I am entitled to that at the very least. Now I want to clarify that Island Recreational is a great store to go and get pool supplies. Their staff are knowledgeable and courteous. It's the White Glove installation service that I have a problem with. Hopefully by the summer my problem will be rectified and the service tech won't completely ruin my new filter.

Original Review: April 9, 2015

Went to Deer Park store where sale items salt and liquid shock were out of stock...unbelievable!

Installing the pool liner: After the first issue, they gave me a installation date that was at the end of the pool season. After going round and round I finally had a workable date. (I will say the Gentleman who helped me out over the phone was awesome.) When the installer came, he strong armed me for $100.00! Telling me he had to fix something on the wall of the pool and if I didn't he would call and tell them the pool was unserviceable and the whole project would be scrubbed right there! So with 2 young Children who just about live in the pool, and dealing with the last fiasco, what was I to do. By the way, they sent someone out to look at the pool prior to work being done. So, you tell me how you think I feel about Island Recreational.

I've been visiting Island Recreational for as long as they're open and have spent a lot of money there over the years. Price is so much better than anybody else but shopping there is a very difficult thing. Just trying to pay for your merchandise is very difficult. They have young people working there that really don't have much knowledge. Plus it’s a poorly run outfit. I’ve gone there so many times where they have things on sale and they don’t have them, and you have to go back. And everything changes drastically. For example, Monday they’ll have 4 lbs. of chlorine, 3 inch tabs on sale for $39 and then Wednesday they’re $69.

Take a look at their advertisement for a salt generator system (it’s the pump that cycles and it has different cycles so that you can save money in electricity). The advertisement reads that the pump is for free and that the salt generator is $499. When I got there, the salt generator was $799 and you get the pump but you have to pay for the pump and then you get a rebate from the electrical company. It’s almost like false advertising. It’s deceitful and it doesn’t even make sense to me.

As I explained to you on the phone, my husband was so upset with how we were treated/spoken to by your manager, we had decided to not shop there any longer.

In good faith, we will now give Island Recreational another chance. Thank you for the store credit. You have resolved this issue to our satisfaction.

Original Review: March 4, 2015

I am a VIP member, not that made any difference. We went to the Deer Park store on Monday Feb 2nd 2015 to buy chlorine & green out… $200.00 worth of merchandise. When we were ready to check out, the cashier told me the register was down & they couldn't take cash. I was told they were working on it & it should be fine in a couple hours.

On Tuesday Feb 3rd 2015 my wife called the only # they have (which is not the store) to make sure they had fixed the problem & we're now able to take cash. She was told by ** (with an attitude) everything was working & yes they were taking cash. I then went back again picked up the chemicals & tried to check out. After ringing me up, I was told "We aren't taking cash." I said my wife called & was told everything was fine today. He with an attitude said "I told you yesterday we aren't taking cash." Again I said "My wife just called & was told you are." Again he said “We aren't taking cash." The registers were working so I don't understand why they wouldn't take cash. I left upset this being my second time here. I called to complain when I got home & was told someone would call me back. No one did.

On Wednesday Feb 4th, I again called spoke to ** (the same person I had spoken to the day before) who said it wasn't him I spoke to & he would call me back. ** did call me about 2 hrs with an apology & told me to see the Manager ** & I would receive a discount for my troubles. When I entered the store for the third time, ** the Manager was the cashier who has given me an attitude the day before. I did get my chemicals but when I told him ** said I would get a discount, he ignored me, rang me up. I paid & waited.

He looked at me & said “What is there something else?” I said, “Yes ** told me you were going to give me a discount.” He said “We don't do that here. You have to get it from the customer service.” When I explained ** from customer service told me to see you **, he said “No, you need to speak to them.” At this point we just left, I have never heard of a business that does not accept cash. The so called Manager was rude & made no attempt to even be polite. It took 3 DAYS to make one purchase.

I called back again on Tuesday the 28th at 2pm (7 days after the original phone call) and was told by the same guy that the "installation manager" would get back to me within 48 hours. Again I reminded him of the things I have going on and to please call me back as soon as possible so if I had to, I can arrange getting my wife back and forth from the doctors. Well as expected I am sitting here at 9pm, 55 hours later and still waiting for that call back. The rude and arrogance treatment of Island Recreational has turned me off and will never buy even a screw or recommend them to buy or install a blowup pool.

Stopped payment on credit card finally got their attention. September 20th they finally agreed to just swap pump out for a new one... and at the store that I purchased it from. So all summer pool is green and now that I'm ready to close it up they exchange the pump. I was lied to by the salesman who knew the pump was supposed to be given to me the day I purchased it. As for the defective pump the help desk had the nerve to ask if I had it plugged in???? As for white glove installations, let the neighbor's 5th grader install it...

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When I begged the installer to do the salt water generator for me, (explained my circumstances, widowed, parent to a 6 yr old). When I went put the ladder in the pool, it wouldn't sink. The ladder, I paid $50 to have put together not how has to be taken apart and have sand added to it for it to sink to the bottom of the pool. Then when I went to the store they sold me 300 dollars worth of chemicals. I no longer trusted them, so I went for a second opinion. They had me adding way too many chemicals. Several times I asked for a phone number or a manager to speak to, I couldn't be given a phone number only a general phone number. I couldn't get a number to the store and sales people I dealt with. In order to do that I had to go to the store 20 minutes away. I will never deal with Island Rec again and I will never recommend them to anyone.

He charged me for everyone of them!!!!! That is another 30 dollars I spent I did not want! I thought when I left the store they were being fair until I went over the entire receipt when I returned home. I called to speak to the cashier who was supposed to be helping me and the call center just took my name and phone number for him to return my call. Also at the store I asked WHO IS THE CORPORATE OWNER OF ISLAND RECREATIONAL and I was told it is up to the store managers to discuss problems with the customers. I am returning these microscreens and see of course before 90 days I can get my money back. They have a habit of selling the wrong items and no one knows what they are really doing. And they can shove the 100 dollar raffle where the sun does not shine NO ONE WINS it anyway!!!!

After explaining that my pool had already been sitting with no circulation for days, I was told that a truck from their warehouse wasn't due for several more days. I was told I could go to the warehouse in Deer Park myself where they did have my style pump. I went to the repair facility, where, in the five minutes I was there, two other people brought the same pumps in with the same problem, and where the repair technician, when asked, admitted to me that these pumps had been coming in to the facility steadily. I received my warranty authorization and was told that before proceeding to the warehouse, I needed to go back to the Farmingdale store for additional paperwork.

Upon returning to the Farmingdale store, convinced that a new pump would last no longer than the first, and so I asked for a refund. Naturally they refused to refund my money citing their "refund policy" that had no provision for defective items and stated that refunds would only be issued if the item was returned in the original package, in resalable condition. After some arguing, I was assured that the pump was in stock at the warehouse and resigned myself to pick it up, knowing I would be repeating this experience.

I went to the Deer Park warehouse and was given a new pump which I had to sign for. Before leaving the facility, I decided to check the pump and found they had given me a side discharge model which was totally useless to me. I returned and told the warehouse man that he had given me the wrong pump. He explained to me that he knew this but that they had no more top discharge models. I asked him what I was supposed to do with this and he said he understood but was told regardless to give me this model.

I returned to the Farmingdale store where I demanded refund which again they denied based on their "refund policy". They offered me no choice but to keep the incorrect pump. Now my pool was sitting with no water circulation, becoming a health hazard, so I had no choice but to purchase a pump elsewhere. Now I am stuck with a pump I can't use. These people are knowingly selling defective equipment, offering no refunds, and cannot replace the defective equipment with good equipment.

Call the store this morning, the one number they have, the guy says bring into repair shop. Well sir, I don't really want your product and can you look in the computer and tell me what was done, no I can't, can I call the repair shop, no you cant. WOW, can I speak to a manager, he was the manager. I got nowhere so now I have to take this apart again and bring it back without an answer. I just feel like closing my pool, so disgusted with this store. Everytime I have to bring it in it is like halfway closing the pool anyway... just a cover away. Venting does make someone feels somewhat better until I go take this filter apart again.

According to the "Better Business Bureau" there are 10 complaints made on "advertising issues." There are 144 complaints filed and now with mine 145. The customer service representatives DO NOT respond back to your calls, they give you the run around and they do not try to rectify your issue. They will double talk you and if you appear to make them explain something that they can't. Chances are your VIP status will mean nothing. Apparently "Island Recreational" does not honor their advertising and the alternative is cancel your order. Nothing was specified at the time of purchase other than we needed to upgrade our pool liner.

I found all of this out after they happily charged me $1300 for their variable speed pump/saltwater conversion combination deal in March, then never came to install it on my scheduled date in May. I was assured that they would have the parts available for my new installation date on June 6th. Yesterday, their call center left me a message saying they do not have the pump in stock and need to push my installation to June 21st. At this point, I'm just asking for my money back and buying my parts at another store.

There are a number of warning signs to be aware of with this company. First, they hide behind their call center, who claims there is no way for them, or you, to call the stores directly. No manager will ever get on the phone with you. Second, although they have one half of my order in stock, the salt generator, their installations department claims they don't do double installations and refuses to install the product I have paid for. Third, virtually every pool part they sell is their own brand, which is in essence, a Chinese copy of a name brand item (read the stories about their support of them on this site). Last, there is no accountability and appears to be no one at the helm of this company. They could care less if you hate their customer service or write negative reviews. Be warned, stay away. Before you consider a major purchase with them, do your homework, read the reviews everywhere.

I was told when I purchased the pool the price included installation. After I purchased the pool I was called for the install appointment, to which they then told me it would cost me additional monies for install as well as I would have to purchase the sand and blocks required for install! At this point I of course wanted the pool installed and already charged close to $3 thousand dollars, I wasn't going to cancel! The day of install it costs me another $300 dollars, between the $100 for the yards of sand that I HAD PERSONALLY delivered down to them charging me to dig the dirt, and put the filter and ladder together! The crew was shabby, saying they would "work with me on the price". Definitely not professionals! 6 hours later after their 2 hour lunch and forgetting the proper tools the pool was up! Once up the uprights were crooked and I was told once the pool was filled & settled it would straighten out!

After 3 attempts to have them return I was told by their "service crew" they would return in the spring to drain & fix the pool! It was mid July when we had the pool installed and short of just floating on a raft for fear of the pool collapsing. We took it easy as the uprights never seemed to properly settle as the water was filled into the pool! Well now upon opening of the pool, and planning on calling them as stated on the paperwork on their last try at fixing this issue, it's now leaking water like crazy!

I immediately called them & they told me to immediately drain the pool halfway as the integrity is in fear of collapsing! I then had to purchase a hose long enough to go from my yard to the street and sifter the water out myself ! They're telling me it's their busy season and they have "other customers" and I'll have to wait until NEXT Friday for them to "take a look". My yard was filled with water . I had purchased a pool opening kit which cost me $100 only to now have the pool turn green and the liner is now shrinking! Now on Friday I get a phone call that they need to bump me to Saturday!

I returned the call and spoke to a "Brian" to which he was very nasty! He told me to sends pictures so that when they do come they will know what tools they need! All the uprights are crooked and they are telling me to send pictures, which I've done over and over again, last year as this issue has been since the pool was installed! After looking on the Internet it seems island rec is also called island WRECK by many, many consumers! It cost me over 3 thousand dollars for the pool without install which they misrepresent as well as town coding issues! Now today Monday, Memorial Day, of course because the pool is half filled the liner has now torn! There is a hole that was NOT there!

It also appears the seam that surrounds the pool is starting to come undone! This pool can very well collapse now and I explained this to Brian! He told me even if the uprights weren't attached the pool would be safe! I then told him to install a 20x18 pool in his mother’s yard with no uprights and just the buttresses and have her swim in it! He then hung up on me! This pool was purchased with good intentions for therapy for myself as I suffer from Multiple Sclerosis! I thought it would help my legs and body feel better, evidently it's been nothing but a stressful experience and I want this remedied!

I asked them to bump my appointment sooner like they changed my original one and was told no! So now this coming Saturday they are "supposed" to come and "take a look". This is awful to do to someone with a disability and I feel like the minute I signed the credit card receipt Island rec aka Island WRECK mis-advertised everything from price to install price to customer service issues and now I have a pool that cannot be used! Can you please help me with this issue! They are nasty when you call and everyone who's anyone there claims to be a manager! I take notes wherever I call and who, I speak to and not ones person I've dealt with has held to their word!

To top it off, this Nassau county based company gave me the number to some random Suffolk county company to call. So they can come from Suffolk but Island Rec can't come from Nassau. I think it's appalling to treat the customers in Queens like this. They definitely did not mention this possibility when they were taking my 5 grand 4 years ago. I will never set foot in one of their stores again and I hope people of Queens see this before buying from them.

Two weeks went by and I called store to find out that the cover was in a week ago and they had no record of them coming to do the closure. I went back to the store with my receipt which clearly showed a free closing and delivery of items. The service manager, Brian, set up an appointment for us the following Monday and said all we had to do was run the chemicals through the night before they came and leave all the items by the pool. He also said to inflate the pillow and leave it on the deck. When I got home the day of the closing, I found the pool covered and it was missing the air pillow under the cover. The air pillow was right next to the pool.

When I called the store, I spoke with Brian who said the installer never saw the 8 'x 4' inflated pillow in yard. I told him to have the guys come back and that the pillow was there. Brian began screaming at me on the phone and said, if he has to send back a crew to my home just because of a stupid pillow, he would ban us from future field service. I said that if the installer did the job correctly in the first place, they wouldn't have to come back. Brian said that I should just do the job myself. This guy was the rudest individual. I told him that I normally close the pool and open it on my own and that only because of their special offer did I take the deal. I told him that he can "Ban" us all he likes but he needed to get someone at my home and finish the job. I will never buy any more chemicals or anything else from these people. This guy Brian needs to find another field of employment. Something that doesn't involve customers. NEVER AGAIN!!!!!!!

This date was June 26th. In the middle of July, I went directly to the Deer Park location and inquired when they would be replacing the liner and I was told that is not what they are doing, but instead the manager at the store told me they were going to peel back the liner and work the wrinkles out. I told her that isn't what was written on the order and her reply was the installer should never have written that and he probably isn't employed at Island Recreational anymore. I sent a letter off to Island Recreational and a couple of days later, I got a phone call from the company, at which time the supervisor told me it was just an error and in fact, they will replace my liner. I received a letter on or about August 11th confirming my conversation with the supervisor from Island Recreational. I was required to sign the letter and return it to them which in fact I did.

I received a call wanting to schedule the work for September 6th, but I told them I wouldn't be able to do it, but the 13th is good which we agreed on. I then inquired if my liner was in and I was told no, not yet that I should. September 6th, an installer shows up to install a liner that, #1 I don't have and #2 wasn't scheduled for that date. When I called the usual number, no one knew anything about someone coming to my house. On Sept 10th, I get a call from Island Recreational telling me that my pool has to be drained in order for the work to be done, which I already had done. I asked if the liner is in and was put on hold for 5 minutes and when he returned to the phone, he said that liner wouldn't be in until the spring of 2014. I asked then how could you schedule an appointment to install something you don't have?

This is where the consumer fraud possibly comes into play. He said and I quote, "We have the Mystic Gold liner in stock and can put that in for you or else you will have to wait until spring of 2014 for the other liner." When asked how come I wasn't told of this sooner, his response was "I am telling you now". The liner they were trying to get me to agree to is less money than the one I originally purchased. I then called and spoke with someone who said they were a supervisor, but sounded like the same person I talked to before. I wanted to know if I get the other liner, would I be compensated for the difference and I was told no. I told him that we have a problem and it has now become a matter for my lawyer. I would not recommend anyone to buy anything at this business.

Now at the register she asked for my cell phone number to start the transaction. I do not like stores asking my information and I usually do not give out my cell phone number. She asked for it twice. Then she asked for my home number. Again I told her twice more, "No, I just want to buy the stuff." She then says to me, "Well, this is going to $9.99 and that's going to be $220," in a rude manner. I shrugged my shoulder and said, "No problem." She started to say something else and this point I've had enough. I told my kids, "Let's go..." We left. I am 41 years old and I have never walked out of a store like this in my life.

In the car, my 11-year-old daughter told me that cashier was rolling her eyes every time I wasn't looking at her. My 8-year-old son was asking me, "Why was the cashier so rude?" I told my wife about it and she immediately got on the phone with them. It's been 3 days and the Deer Park store never called back. No surprise there. The next day I went to my niece's birthday party. At the party, I spoke with my brother's brother-in-law about this is episode. Wouldn't you know it, that he too, had truck loads of problem with Island Rec. Ranging from broken pump, rust all over the pool railings, leaks and the pool is only 3 years old. Island Rec's answer to all this, "We don't make that model anymore."

Everything seems like it was a go. On June 6th, the installers arrived and could not install the pool liner because it was the incorrect size. We once again went back to IR to make them aware of the mistake that the pool surveyor made and the installers should return right away. IR indicated to us that we could not jump ahead of the schedule although it was not our mistake. We settle for the date of Monday, June 24th. On June 17th, we contacted the store to check on the delivery of the pool liner. We were told that it was not in yet. Island Rec called on Friday, June 21st, 3 days before the installation date, saying that the pool liner had not yet arrived at the store.

At that point, we had become very frustrated. My husband went to the store to find out what the holdup was with the deliver. Lo and behold, ISLAND RECREATION DID NOT EVEN ORDER THE LINER!!!!! The manager, Chuck, said he would make sure that the pool liner was ordered and expedite the delivery for no later than Thursday, June 27th. We would have 1 day to fill the pool and replace the deck that was taken apart for the installation. On June 27th, no pool liner was delivered. Our plans were destroyed at that point.

On July 3rd, my husband went into the store to request a refund. He was told by the store manager, Chuck, that a debit card refund could not be given. A paper check would be issued from the main office within 7-10 days. This was unheard of! We paid $763.96 with a DEBIT CARD. Usually it takes that long for debit card reimbursements. Much of our dismay, we could do nothing except wait for the check to come in the mail. We expected the check to arrive on July 17th. We waited another day or 2 for postal delay. As of today, July 19th, there was no check in the mail. My husband called the main office in Hicksville, and he was told that there was no indication that at refund was requested (YOU'VE GOT TO BE KIDDING ME)!!! He was told that a check would be disbursed and we would have to wait another 7-10 days. This is unbelievable!!! THIS IS ENOUGH ALREADY! ISLAND RECREATION NEEDS TO BE STOPPED!!!

When I called Monday night, they told me they didn't have any scheduled appointments for me which was false. I know I made the appointment. I also confirmed the appointment on Sunday, the day before Monday, and was told I was set to go. The guy I spoke to from the installation department was supposed to be a manager and he kept saying, "That's not true, that's not true. You didn't make the appointment." So he was basically calling me a liar. They are supposed to come tomorrow Wednesday, July 10, 2013, to check it out. I am not confident in them repairing the issue to my satisfaction. I hope they do not try to repair it with a patch because I did not spend $4,000 on this pool to have a patch put on it.

I am very disappointed with this company and how they handled my issue. I would not recommend Island Recreational/White Glove Pool Installations to anybody who is thinking about getting a pool!!! They are also very poor in the customer relations department. I feel they just wanted to sell me a pool and now they don't want to be bothered with me or fix anything that they did wrong, which was none of my fault!!!

Now, I was told they would be there on Saturday to fix this problem. When they did not come, I called and they said they would be there Tuesday. Tuesday at 5pm, White Glove calls and says they are on their way, but asked if we picked up the skimmer plate. We called Island Recreational and they said they would order it and we would have it the following Saturday. This was a true test of patience. I went into the store and demanded that they remedy this situation. They went into the back of the store and came out with an item that they originally said they did not have. The pool is installed and now we have to put together the ladder. Wrong ladder. It is a ladder that goes from a deck. We do not have a deck. Pool alarm, wrong screws. Not a big surprise here. We did not get White Glove Installation, as well as we cannot reach **, who is the store manager. We call every day. I would never recommend Island Recreational to anyone. They are liars. I have never dealt with people like this before.

I have spent over $200 on pumps and hoses to drain my pool. I spent over 5 hours observing, fixing and adjusting my pumps and hoses to drain my pool so they could install the liner not once, not twice, but now, we are going for try #3 as of today. I'm told by the manager, a woman whose name is as unforgettable as the store's customer service, that there's nothing they can do, regarding the pool liner coming undone from its overlap. - "We'll just send someone to do it again."

I say to her, "What about the 14,500 gallons of water that had to be removed from the pool, 2+days and my time to remove the water, all for the liner install people to get there?" and she says, "Oh, there's 2 inches of water in the bottom, we can't do this." They walk off the job. Mind you, I paid them $140 to remove 3 inches of water that I was not able to remove when they originally installed the liner (and which they mucked up said installation). "What can I do?" Seriously, a professional in the retail business has the audacity to say this to any customer?

You can start to refund part of the job cost. You can reimburse for the water. You can reimburse for all of the conditioning chemicals that were used and had to be pumped out inside of the first week after your incompetent installation people completely botched up a simple liner installation. You can take into consideration the time and effort spent by the customer, hours and money spent on pumps and hoses. How about the inability to use our pool because of your incompetence? You can make your customer happy. Simple. I'm in the retail business myself. I would not be where I am today if I treated my customers this way. Actually, I would be seriously broke and living in the street. LMAO

Mind you, I waited 2 weeks for this install, paid them for the top-of-the-line liner, and their White Glove Service - LMAO at the absurdity and the gall of these people to call this White Glove. It's more like Brown Glove. They walked off the job, rudely, where I immediately get on the phone and get them to come back the next day. I asked them to please use the provided bead lock to make certain that the liner is in place and secured. "No problem," they said.

The next day, I'm filling the pool, to all of 8" of water, when I notice a droop in the end of the 15'x30' oval pool. I walk around, and the liner on the wall that was hidden from my view was completely off its track? I have since been on the phone attempting to resolve peacefully and quickly - to no avail. I am actually at the point of taking them to Small Claims Court, addressing this with my Credit Card Company, and making certain that I copy and paste this complaint to every known complaint and business bureau site known to man.

These people need to be put out of business OR they need professional management capable of handling, talking to and taking care of their customers and said customer's legitimate complaints.

Now at the original store, the salesperson told me it came with it. So all the workers have no clue as to what is in the store or how to conduct any type of sale. I dealt with Island Rec on and off for years, but I have seen it diminish over time. Stores look unstocked, unclean, messy, etc. I have no doubt that Island Rec will be out of business shortly. One thing for sure, I will never purchase anything from them again. And people, don't even think twice about going there. Turn and run to some other pool supply store as fast as you can.

Needless to say, I have been there at the store every day for 10 days. I have been promised by JOHN, WHO IS A COMPLETE **, that they have the proper liner and it will be fixed after MANY CALLS and being treated like garbage. Every call was another Lie, which they are really professional at doing (that's the only professional thing they do is LIE). We were promised 3 dates for it to be fixed and then we received a message on the answering machine that we would NOT be getting our liner changed at all this season and that we should just be happy that we have a liner in the pool! Can you imagine this!? No filter or skimmer in yet either! Needless to say, I will be taking them to court! I hope JOHN can take off for court like I took off to get my pool installed! DO NOT USE THIS HORRIBLE COMPANY. YOU WILL REGRET IT IF YOU DO. I wish we had read all these complaints before we made this decision! Worst company ever!

When I explained this to the manager, he told me he didn't know what happened and believed the technician over me. The manager proceeded to over talk me and raise his voice. I asked him several times to be a gentleman. He advised me if I didn't like to come down and get my money back. He then told me my appointment was pushed out several days and could not be guaranteed. He explained other customers could be put in front of me. I have never experienced such disrespectful and poor customer service. I am outraged and disgusted. Reading these other reviews, I now know I am not alone in this experience. I am shocked this company is still in business! Please do not use this company and pass it on! Save yourself the headache!

I called Island Rec in Massapequa and they said there is a 15-year warranty on the pool. He would be sending me some papers to make a claim. I took out the warranty and it's for 5 years old, and will only cover 50%. I guess that means every 5 years you need to spend a couple of thousand. I had a prior pool that lasted me years at my old house from a different company. Nothing like this ever happened. Lucky no one got hurt. Very upset though. I now have a big heap of broken bent metal in my backyard, which I am probably going to have to remove myself and no pool for the summer.

So I took the day off. The pool came alright but it must have been while I was in the basement doing laundry as it was sitting at the top of my driveway when I went out. Why did I take the day off? All of this so far is what I call the "good" part of my experience.

The pool guys came at 3:30 pm on install date and did prep work and put up wall - no liner yet as there was no longer direct sunlight. Fine! They came back the next day and put the liner up - at this point, I noticed that the skimmer was not what I ordered (wide). The installer said that this pool will not take wide skimmers. So why did they sell it to me? They did not install the rail caps or the skimmer and said to start filling it as the liner needed to stretch (I understand this) and they would be back on the weekend (2 days).

Nine days later, with the pool as full as I could fill it w/o the skimmer or return, and after 2 missed dates, I wake up and the skimmer is in, but there are no caps. Also, one of the uprights is leaning precariously. 2 more promised dates to finish come and go - it is now exactly 1 month since the install started and I'm draining my pool so these clowns can come and fix the uprights - since I couldn't cover it, it's full of crap from the trees anyway. Then today, a man with a bad attitude called me to let me know they will be there Saturday to do the repairs. Wish me luck! Oh by the way, my skimmer basket split down the side and the pool isn't even done yet. That guy, Brian, needs to take some classes on customer relations.

Overall, I'd say, unless there is a gun to your head, pay a little more and go somewhere that they know what they are doing and actually care about the customer after purchase. I almost forgot, they didn't "cove" the pool which I'm "hoping they will do as part of the repairs.

Fast forward to February. Taking advantage of a special offer to set a date to have my pool opened, I paid $85 to have them open my pool on May 22. Come May 22, having paid for this service 3 months earlier, I came home to find the cover still on my pool. The infamous paper on my patio table. The workers left my NOW broken coupler to my chlorinator on the table, saying they couldn't complete the job. The coupler and the rest of my filter system was left on the table intact that same morning. They could have taken the cover off of the pool, but did not. The part that needs to be replaced is an easy enough replace/fix. I could have done that myself and had the pool running that evening.

I spoke to a manager by the name of Chris, who spoke to a worker named Stacy. Chris said after speaking to Stacy, there was no good reason why they didn't take the cover off of the pool. When I complained about my coupler being broken, Chris would not replace it. He even had the gall to say, "Just because we were the last to touch it doesn't mean we broke it." He made that statement several times, so he didn't misspeak. He then informed me I could have a refund. I told them I wanted the job done. I paid for it in February, 3 months in advance, and was now out a coupler to boot. A simple refund would not make me whole. I asked to have the service I paid for done. He told me he could fit me in on Saturday and would call to give me a time.

Friday afternoon rolled around and I still hadn't heard from them. I called and spoke to the infamous Brian. He is everything the other complaints say he is. Condescending, unsympathetic and without any managerial skills. His attitude was infuriating. I let him know about my whole odyssey with the covering and uncovering (or lack thereof). He too could not give me an answer as to one good reason why the cover was on the pool. Just take your refund and get lost.

Needless to say, after a couple of weeks, no phone call. So I called the only number there is to call, which is basically nothing but a calling center. The people there were totally useless. I received various replies during the numerous calls I made, such as "any day now", "we don't know", "by the end of the week", "a manager will call you back" (twice, no one ever did). At one point when I asked to speak with a manager immediately, I swear the man who came on the phone sounded exactly like the man who I had just been speaking to. He then told me I could drive to the parts dept. to find out where the parts were.

After I told him it was a 20-minute drive one way, I asked for the parts dept. phone number and he said he couldn't give me one. So I asked for him to call. He then said they had no phones there. He didn't even offer to send an e-mail to them. So I had no choice but to drive there. When I did, I was told the parts hadn't arrived, but I should call the pool manufacturer and order directly from them, which I did. I filed a complaint with the Better Business Bureau. Island Rec's response was they can't stock all parts to all pools. That was it, no apology and no compensation of any kind.

Just 24 hours later, I called Island Recreational and yes, spoke with a person named Brian. I told Brian I wanted to cancel my order and any services. Brian in a condescending voice told me that I had to personally go back to the store and sign cancellation forms. (Are you kidding me?) I am so glad I purchased this on a credit card and not cash or check. I simply called my credit card company and told them I wanted to dispute any charges that might show on my statement from Island Recreation. So buyers beware. Please read comment and research this company prior to purchasing any merchandise.

Well, it's been 5 days now and not one phone call to us to set up a repair. Is this company messing with us? We've also been told several times by the installers and managers "What do you expect from a pool like this? It's not top of the line." What?! I am disgusted! I want this pool fixed immediately, and I want my money back! I have wasted time and energy and have been dealt with rudely, and this is nonsense. I do not want Brian, the customer manager from Island Rec, calling me about this as he needs some training on listening to people who have general concerns.

I am not very happy. We paid lots of money for this pool and expect to be treated fairly. I want this pool fixed. I want professionalism and my money back. I have not paid for a pool for people to install this half-assed, managers being rude to me and people telling me that these things happen! Bottom line is Island Rec sent out a crew to install my pool and did this incorrectly and all I get are papers to sign saying I'll waive the complaints. Compete nuttiness this company is.

I really cannot even mention all the things that went wrong because there truly is just too many. Keep in mind, I had to make a separate folder that contains all my complaints, correspondences, and pictures to them again all posing dangerous situations like 2" screws drilled accidentally into my ladder pointing towards the front exactly where your feet would step. Or how about completely removing the gate door and not replacing it for weed after leaving my deck with no gate door! Are they serious?! We had to make shift one! And let's not forget that fact that they didn't screw many of the screws in the deck and just left them sitting there! Unreal!

Not to mention the horrific customer service conversations with Brian **. How he still has a job is beyond me! He would actually fight with me, then apologize and then fight with me again! This happened over and over! I would tell him and other reps, including Chris **, who ended up being just as useless, that I did not want to speak to Brian anymore. Who would then call me to fight? Brian! Truly unbelievable. My husband threatened to call the police. The end result? After one refund check (part of it to cover a statue the crew broke), two store credits, a few comped items, they refused to service us for our pool closing, which they said they would do!

The most unbelievable thing here is that we did nothing wrong! They did everything wrong! And now they're going to try to make us out to be the problem?! I don't think so! I would much rather and will be taking my business elsewhere. But it's just the principle of it all! I wish we had checked out this site before we purchased through them. That is the one thing we did wrong. I will be filing a report with the BBB and writing to their headquarters as well! Other courses of action are in the works! Anyone else interested in joining, let me know! To anyone else considering a pool/supply purchase, stay away from Island Recreational!

I went back to the store the following day, feeling like a dope, to ask where the filter went on this pump they sold me. Imagine my surprise when the manager told me, "Oh, you need to buy a filter to go with the pump." I brought my old part with me to be sure I got the right replacement. The salesman saw my old part, yet sold me a non-returnable part that could not be used unless I bought another part for $100 plus. The manager offered to give me a 25% discount if I bought a filter. No matter how much I argued, they refused to do anything - not even a store credit (I used to buy all my chemicals here). I will never step a foot inside that store and will be sure to tell everyone I know about this website.

So now, we fast forward to the site survey which was fine. Then the delivery of the pool came and there was no ladder. They don't even have the decency to let you know. If I did not question the delivery person, I would have never known. By the way each time someone came, they were given very nice tips. Then the sand delivery which according to the salesman at Island Wreck was supposed to come in bags was delivered in a mound to my home and just left. Then the big day, installation day. Well, what a nightmare. I was told my installation would be between 9am-1pm. I was waiting outside for them since my area requires them to drive around back. No one showed up. However, according to their very nasty and very condescending installation manager, his men showed up and no one was home.

I couldn't believe I was hearing this because I had been waiting for them to show. He then proceeded to talk to me like I was a child and tell me that they called and I didn't answer to which I replied I didn't hear the phone because I was outside waiting for delivery. And why would I be waiting for a phone call when I was told the installation was between 9am - 1pm? He then told me that basically too bad, he can't send anyone back until Friday. I explained that I took off work and how could they not see me outside waiting for them if they supposedly showed up? He was so nasty I could not believe what I was hearing. He told me that his men had four stops today and I was their second stop. So I said then send them back. It is 11am and my time was from 9am-1pm. So why can't they come back? His answer was because they can't. I told him how dissatisfied I was and how come an exception cannot be made. I heard nothing.

We then went to the Franklin Square store where we made the purchase and basically the manager there passed the buck to the outside installation agency which has the very nasty and rude manager. I then called back and spoke to another rude person who when I told him that I wanted to bring back the pool and all the supplies as I was so upset by the way I was treated, he was willing to give me directions to the pool warehouse in Deer Park. Can you believe it? It was okay with him to have 1) a customer who was treated like nothing and 2) have a $1500 return all because no one could apply customer satisfaction to their store policy. The service is horrible and I will never go back and never recommend them to anyone at all.

Well, I told him I was not and was told different. He said, "Read your contract." I told him I will and will go to the store since they do not give you a number to the store or anyone to contact. I found the contract and called that ** back and read to him that the tech would disconnect at a charge. He insisted not. I went to the store where they know nothing and blame installation. Goes back and forth. Since I was there, I figured I would pick up my reel and cover since it has been 2 weeks. Guess what? They did not have it. I left with a new appointment for the heater. The installer came to install a gas heater and the first problem he told me is the chlorinator is on backwards and I would be charged.

I said I will not pay another penny and you will fix it since your company installed it when they opened the pool. He did. Then, he told me that he does not install the gas pipe, only water lines. Did I not buy a gas heater? Now I need a plumber at my expense to hook it up to gas lines that are already there. I showed him the contract and he told me that they do not hook up gas. So to sum up all, another complaint for this piece of ** ran company that has no freaking idea how to treat customers, but knows how to take your money. Customer service sucks. Why can't we get our products installed right and then pay them? I will report them to the Better Business, Consumer Affairs and attorney general.

Since I had to pass it to get home, I went in and went right to the wall that holds the pool filters, pumps, alarms, pool cleaners, etc. There was not one single price on any item on the whole wall. I looked around for a salesman, waited awhile while he helped another customer, then saw someone who looked like a manager (he wore a sport shirt instead of the usual golf shirts). I stopped him and asked him if there was some reason why they don't put prices on their merchandise. He told me that they don't need prices on the merchandise because the customers "can just ask a salesman".

Now, really, how many salesmen do they ever have around, how long is the wait for one, and why should I have to ask a salesman the price of each item instead of having the freedom to just look at a sign by myself? I don't want their salesmen giving me a pitch to buy the most expensive item in the line. I want to look and compare and go back and forth from one to another without having to commit the inventory to memory. How ridiculous can they be? Is this company policy or the bright idea of a store manager who wants his salesmen to influence the customers to increase profits and commissions? I walked out. I'll order one online, probably much cheaper, too.

We called several times and were told that it was normal. When the installer came back, he observed several holes on the bottom of the pool liner. These holes were most likely created when they were opening the liner out the box with a box-cutter. We were told that someone will get in contact with us concerning the liner. It has been 3 weeks of us contacting and we have been told someone will be out to take a look. But I was asked to get in the pool and take pictures of such cuts. The pool is incomplete: no ladder, no skimmer, pump, or filter. We were accused of placing holes in the liner. The pool is 52 inches deep and the cuts are to the bottom of the pool. As of today, there has been no contact with us.

Our latest debacle (and final straw) occurred when we had to purchase a new filter. They pushed this "great" model on us and when we got home we could not find a company name anywhere on the box or instructions, no direction to call anyone for help, nothing. Of course, it did not work and we had to return it. They gave us another one, the same thing happened. It did not work and we returned it again. This time we bought a brand name filter and they told us we had to pay $100 extra. This one worked, but we were pissed about the $100. It turns out they were not supposed to charge us more money but less money so they refunded us the overcharge.

So basically they sold us their own crappy brand which was more money than the name brand. Run, don't walk away from this place. We are going to try Leslie Pools even though we have to drive pass Island Wreck to do it!

So now, it's May 14th. We got a call to confirm our install for Friday, May 15th, between 9am to 1pm (we also asked for an afternoon install, which was no problem but failed to tell us they start from west to east). When my husband calls to ask where the liner is and that someone had called to say it was in, he said, "Who said that? We didn't get it yet." Well, we marched to the store last night and said we wanted a refund on my credit card. They credited the pool liner but couldn't do if for the install. They said it was cancelled in the computer. The guy to me, "Why?" I'm like, "What?" First of all, how do they install a pool liner without the liner?! Duh!

So, we had to move my son's birthday party twice because we have no pool. I tried going to Island Rec because it's close. Well, I went back to my regular place! So no one said they were sorry for the problem or "What can we do for you?" What a bunch of jerks! So the manager said, "Well, we have to issue you a check for the refund for the install. It will take 10-15 business days." I was like, "For you and your store's mistake." So I went home, called the credit card company and after what I told them, they are removing the charges. They thought the whole waiting for the check was crazy too. By the way, when we got to the store last night, there were three other customers having the same issue as us, returning things and the customer service of the managers suck! I can't believe this store is in business! Please, we have to do something!

I said, "I do not want that installer again." "Okay," he said. They would call us back and see what they could do. Well, they never called back. So, we went to the store in Medford, purchased our ladder and asked John to check if we are still on schedule for install of solar for the following Sunday. He checked and said we still do. They also admitted that they had to give the installer a crash course on how to install the solar unit.

Okay, so we waited on Sunday, and we waited, until finally, we called the only number on your paperwork and a nasty woman on the phone said we cancelled, no one is scheduled to come. Now I tell you, is this enough to get you crazy? All the nasty woman kept saying was, "You cancelled," several times. So, I explained about going to the Medford store and talking to John and he said we are still scheduled, because we never received a call back, so we did the next best thing and went to the store to find out, or so I thought.

This woman not only kept repeating that we cancelled and I kept telling her we checked at the store and spoke to John, she said, "John who? John who?" Well, she said, "You don't have a last name." She was implying that we were lying. Now she said we are rescheduled to have our solar unit re-installed and guess what? We are still waiting. So, we called again and was put on hold and they never came back to us while we were waiting, so we hung up. Is there some way we may resolve this? Please let us know.

Upon returning to complain, we were told that we would have to pay a service fee as well for the replacement parts and labor. This pool is less than a year old and was used for 1 month. How can they feel it is okay to charge a customer for a mistake that was made on the part of the company? We have never been so disgusted with a company in our lives. This company does not care about their customers and should no longer be allowed to do business. It is also impossible to speak with someone in charge. In order to speak to managers, you must go into a store. The call center customer service agents are the rudest individuals I've ever dealt with. I would not advise anyone to ever do business with this company. We will be doing business with other pool companies in our area.

PS: I was informed when the pool was done on 5/27 after going to store. Then 5/22, I was informed that the pool foam was in, I would be charged for the foam to be shipped or I could pick it up on 5/22. I called the store, spoke to a manager then was told it would be brought by the installers. The pool was installed on 5/31. I have no problem with the installers, great guys. Then hours after, on 5/31, I called again. No ladder, it was backordered and it will be 2 weeks. Now I have a pool, no filter for 2 weeks unless I want to cut the skimmer holes and have a totally different filter.

My pool opening was left half-done. The people that were sent to open my pool pocketed the tip which was left and left the job half-done. A joint connection, which was in perfect condition at the time of closing last year, was damaged and my opening was left incomplete. It was left to me to contract the repair to the pool and finish the opening myself, who by the way is 74-year-old female living alone. Furious, I went to Massapequa to attempt to negotiate at least that Island Wreck’s technicians should at the most come to vacuum and complete the wok Island Wreck had contracted for no way. Island Wreck’s customer service manager, whatever his name is, laid it all on my lap and left all the responsibility with me. I strongly suggest and recommend that anyone seeking a fair dealing with Island Wreck seek another store. Yes. And read your order form very carefully and don't sign it. Turn around and walk out of that store because they will really give you the business just as they have done to so many others all over Long Island. Buyer beware!

So, I went in the house. I looked through the glass window from my porch out to see what they were doing and I noticed a young girl that looked like she was in her pajamas sitting in one of the chair on my porch. When I looked out again, she was gone. I don't know where she went. I didn't see her anymore. Then one of the guys that was installing my pool was arguing with one other guy and cursing and kicking stuff around like he couldn't find something. By the way, there were 3 guys. Then, I left them and went to pickup my husband at the train station and I told him everything, and he told me why I didn’t ask them to leave.

So I told my husband I didn't want to take another day off from work. Also, I want to let you know that I was recommended from a co-worker. He said his pool was 18' round and they had to dig, and it took them 3 hours to install his pool. They were in my house for 6 hours. They didn't even do a good job. There were screws not put on the rim of pool, right now the skimmer is leaking. They left their food garbage on top of the boxes that were on the floor. Underneath the box was a toddler bed taken apart; where did it come from I don't know. My husband said he saw a small child and a girl inside of the van that these 3 guys came in. I wish that I would have checked Island Recreational out, I would not have gotten the pool with them. Very, very disappointed. I would never deal with them again or recommend them to my friends or family. I was very scared with these guys outside that I was in the house all the time.

They sent another installer today, 5-19, and had my mom wait all morning at our house for them to show up. He came and told us he wouldn't do the liner because it was a foot and a half in the ground. Why did the first guy tell us to spend the money on the pool to fix the skimmer wall when you wouldn't install it anyway? Who is going to pay for the repairs now that we have to take the pool down? We will never recommend your company to anyone and have no use for you. Also, I am going to write reviews everywhere telling people the treatment we got from you.

By the way, the pool has been in the ground for many years. We have replaced the liner two times already and it has never collapsed. We would have signed for it to take responsibility if it did. We even replaced it ourselves once and nothing happened. We can't physically do work like that anymore with back problems. We will be taking the pool down and filling it in. That's not what we want, but we don't have a choice.

Left, no knock on door, just left. So I have 2 1/2 yards of sand on my driveway, and a pile of wet boxes. I am now told the pool will be installed Monday morning. We'll see. If I could get a refund and buy elsewhere, I would. However, I am told since boxes are wet, I can't return the pool. It is not a money thing at this point, just the worst experience I have had having anything installed/purchased. Stay away!

I have a 2-year-old and she can slip and fall in the pool. What will be done then? The safety cover should be tight - that was the point of purchasing one, not to mention all the dirt that has continually gone in the pool. I was told today that you are too busy opening pools and I need to wait till Friday to have a service manager come. This is ridiculous. It is not the first call but the 4th on the same issue. When is it going to be fixed? I would like this escalated and someone to come out and fix the problem. I even tried to file a complaint on their website but it is down... now what?

I contacted the Island Recreational customer service department online and explained what was happening. I received a call from Brian who said they no longer had a relationship with Asahi and he was looking for another manufacturer to have my pool replaced. He said he would get back to me within the week. The week came and went so I went to the Deer Park store and the woman called Brian. He told her to tell me he is working on it and he would be in touch but wouldn't get on the phone.

I sent numerous emails and left messages but no one got back to me until August 20, 2011, in which I was told once again to contact (Graham at) asahipoolproducts.com and that Island Recreational would only offer a discount on a replacement pool. Are they kidding, they knowingly sold a defective product and take no responsibility to replace the defective product.

I then went ahead and contacted their number to find out that there's nothing they can do for me. Also there was a problem with my filter. I asked them about that and they said, "You're not covered." This is bad customer service and a horrible way to treat customer. Once they took my money, I felt they didn't want to deal with me any more. On 3/15/11, I purchased a new liner and filter from Long Island Pool and Patio which cost me $1800. I feel that I should me compensated at least for these charges. after 1 half year, the liner and filter goes bad. This is not good service. My family had been buying from Island Recreational for years, also my friend as well. If there's nothing to be done, then I will take it to small claims court and file a letter through consumer affairs and attorney general's office. I feel something has to be done against this better. I would give them a chance of redemption first. Thank you.

Face it, if you want to use this company you better use a credit card. This way you will have the muscle of your bank to assist you with these thieves. If you pay cash, you are a sucker and you get what you deserve.

I called the pool service manager and told them that the job was not acceptable. He said that someone will come around when he is near the area, without giving any specific date. A few days later I called again and told him that the pool cover is being lifted and I want someone soon to fix the problem. And I explained what the technicians should have done. His immediate response was, "are you calling my technicians stupid?" He is accusing me for disrespecting his technicians. I told him that it was a careless job done by someone who probably is not stupid. He asked for pictures of the pool cover and I did, but he did not even respond to it.

In these days, I never heard any business responding to the customer in such a manner. He sounded so confident that he would never get in trouble, due to this incident. Is this their corporate mentality that rubs onto someone in a managerial position? It's hard to believe that I had this experience.

I bought the pool in the (now closed) store on Route 25 Centereach. I used it for three months in 2010. When I opened it the next year, I noticed that one of the seams that connect the steel panel was raised along the length of it, as if the rivets weren't welded properly. I told this to the store manager in Medford, and he told me I would have to pay for the third party installation company to come and visit since the warranty was up. He tried to direct me to them in order to state my case. He seemed to be helping, he made a call, etc. to get them to come visit. I then received a call that I should drain my pool while waiting for them to schedule a date to visit. Luckily, I never did because they never scheduled. Maybe this is a sick joke that they play on customers who try to make them take responsibility for their products?

I called back a month later to the only number that they have (1-516-520-1860). I spoke with Bill **. Bill explained to me how I should have seen an underwater seam the first week it was opened if I wanted them to take a free look. I asked Bill to reconsider repeatedly, and to, at least, escalate the matter. He was unwilling to do so and said that he had the power to say no, unequivocally.

I will be writing to their corporate headquarters and to the Better Business Bureau with the leagues of others who have gone before me. I wish I had looked there before buying--or listened to my neighbor, who also warned me that the good deal I was getting wouldn't mean much if I needed their help to fix something. I am going to make it my goal to make sure that no one I know ever buys anything from them, and that they tell two friends, and so on, and so on.

We started to fill pool, one foot per day, as directed. My daughter noticed that the water level is not getting any higher and that it was leaking from the bottom. I called them back as I can see tear along the bottom rim of the pool, and told them that I need it replaced. They came out and tell me that one of my kids must have dropped something in there. I climbed into the pool while they are there and see that it's a straight cut from a razor knife which was probably used to open the box. I put a shop light on it so it can be seen; they agree that it's a cut but I would have to pay for a new liner! We told them that's not happening. Calls to office finally gets the liner replaced. Now we found out that the ladder/filter combo we ordered is on back order and should be here in a few days. Ladder/filter combo doesn't come so we are told to use a heavy-duty sump pump to move water around. That's all well and good but we can't get into or out of pool because there's no ladder. Ladder/filter combo was inquired about numerous time in June and was told week of July 5th, then July 16th, July 20th.

Numerous calls and visits to the store were pointless; nobody knew anything about when this was supposed to come in. Finally, I had to drain the pool because of unsanitary water and when I asked who was going to repay me for having to fill up the pool twice in two months, we were told point-blank that it's not their problem. I finally capitulated and had a regular through the wall filter installed so my kids could use the pool instead of looking at it in 100 degree weather. It was installed but they said that they couldn't install the ladder we had to now get because there wasn't enough water in the pool.

This company should be avoided at all costs. Their customer service is horrible and their attitude/arrogance is simply appalling. It's a mystery to me how they have stayed in business this long. Numerous inquiries by the Better Business Bureau on behalf of the complaint I filed was met with no response from them, yet they claim they have a stellar BBB record.

The first problem occurred when they sent a surveyor over to look at the location. He told me my FREE installation would now cost me $400 dollars to level my already level ground, and dig around the pool to make the installation easier. I said, “What about my FREE installation? I was told that's basically just for assembly.” Assembly and Installation are two different things. I finally had the pool installed after doing most of the prep work myself, and it only cost about $100 more.

Next, I was told my lifetime liner guarantee would be in the box with the liner, it was, but was totally different from what I was told when I bought it. It's prorated only for seams and manufacturer defects, and only when installed by White Glove Service whatever that is.

It is now July 26th, 2011 and I am still waiting for my ladder. It's only been 6 months, it's still in transit. You cannot call the stores. When you call their service center, they tell you one thing, “you go back to the store”, and they tell you something else.

All * and you never get a straight answer. There is no address, only a P.O. Box wherever that maybe. I will never buy a thing from these liars and crooks again; it's all a come on with them. Once they have your money, good luck getting your product.

I called Island Rec and advised that I would like to set up an installation. They told me that I could not do it on the phone and that I would need to go to the store. I asked if I needed to go to Deer Park or if I could go to Medford, which is closer for me. They said Medford would be fine so I went to Medford that evening. I waited on the line in the pool sales department. When the salesman got to me, after a short wait, he advised that I would need to wait on a different line toward the front of the store. I waited on the line for about 15 minutes before being given with the manager named Tom. I explained to Tom that we would like to have the install done professionally and asked the cost. He told me that he didn't know the cost of installation but that leveling was 30 dollars per foot. I asked him to clarify the cost for a 21 foot round pool and he said in an exasperated tone "30 dollars for 1 foot, 60 for 2 feet, 90 for 3 feet and so on". I was embarrassed by his condescension, but merely explained that while I did know the formula for the area of a circle, I didn't have a calculator and needed for him to confirm the area for a 21 foot circle. At this point he explained that it was not per foot of area but per foot of depth for a 21' pool. I still felt foolish for misunderstanding but was happy to understand better. He said that he needed to call someone to determine the price and availability for installation. The person was not available so he left a message. I asked if I should wait there until the person called back or if it would be better for me to wander around the store since I did not know how long it would be. Tom responded, again in what I considered a condescending tone, that it was my turn on the line and I could do what I wanted. I was shocked that I would be treated with such clear disregard by a store where I'd just spend over $1000.

I wandered a bit and returned to the front of the store. Tom had not heard back so he made another call. I should note that he was much nicer this time, possibly because he'd heard me tell my son that the way he'd treated me initially was unacceptable. I returned again after another 10 minutes (I'd now been in this store for about an hour), and I was told by a sales girl that I would need to go back to Deer Park to schedule the installation. Tom did jump in as I was leaving and ask why I needed to go to Deer Park. The girl explained that they would not be able to honor the price at their store. Tom got on the phone but met with the same challenge. He said that he would try to call the install department again, but at this point I did not want to waste further time only to be told that I'd need to go back to the other store.

I traveled to Deer Park for the third time that day and waited on the line in sales. I was told that I needed to speak to the 'guy in the blue shirt at the front of the store'. I went to the front of the store and found a gentleman in a blue shirt speaking to a customer. I waited behind the customer he was speaking to and received no acknowledgement or sign that he even knew I was standing there. I didn't want to be rude while he was helping another client so I continued to wait. After a period of about 10 minutes (still with zero acknowledgement of my presence), the original salesperson saw me waiting and said "Oh sorry! Not him - the other guy in the blue shirt down at the first computer." I went over to the first computer where the gentleman indicated was helping a customer. I waited until he was finished. As I started to speak he apologized, called a girl over and said "She will help you in one minute." before running off. When the girl arrived I told her that I needed to schedule an installation. She confirmed that I needed to speak with that same gentleman but he was now on the phone assisting someone. It was only a short wait for him to get off the phone but by this time, I'd been in the store and waiting for assistance for about 30 to 40 minutes. He scheduled the installation, I paid and we parted ways.

I rescheduled the install on Monday from Wednesday to Tuesday so that the pool would be ready for my son's birthday party on Saturday, July 23rd. The installers came on Tuesday as scheduled. They leveled the ground and installed the pool. They advised me that I had been given an especially poor quality pool liner. They gave instruction to only fill the pool about a foot per day and only during daylight hours. We followed their instructions. On Wednesday, I discussed our purchase with a pool professional who indicated that the filter and pump we purchased were not right for our size pool. He also felt we paid too much and that we could get a better quality filter and more appropriately sized elsewhere. I called Island Rec because I was uncertain if I was able to return the filter and pump since it had been purchased with the pool. I asked if I could do a return on just part of the package since it had been itemized separately on the bill. I was told by the representative that since I purchased the pool from Deer Park, I was not eligible to return anything. I told him that it didn't say anything like that on our paperwork. He said that it was implied by the promo paperwork that we got that sent us to Deer Park. We told him that we never received any promo paperwork and that we were just advised that we should purchase in Deer Park because they had a pool that might suit us at a good price. He basically told me that I was welcome to go back to the store and take it up with them. Rather than take another trip to their store with a large pump and filter and hope they'd honor a refund, we decided to stick it out with an inferior filter and pump.

On Thursday, I went to the store to get start-up chemicals and other items for my pool. I spent about $300 and I would like to note that almost everything I was told that I needed to purchased, I later found at Amazon for less money despite their promise of having guaranteed lower prices than the internet. My husband came home that evening and went to put the pump together since the water level was nearing the jets. We discovered that the filter box did not include any hoses. We called Island Rec. The gentleman on the phone indicated that the filter and pump were open stock and sold 'as is' and that we were not entitled to any new hoses. I told him that it was unacceptable and untrue. I indicated that receipt said nothing about final sale or no refunds. He indicated that the receipt meant nothing. He advised that I go down to the store and see if they would consider giving us the hoses. I told him that it was a trip for us and I would prefer to know if they would honor my request for the hoses at no cost. He told me that he couldn't tell us what they would do and that I should just go down there and plead my case. I asked him to connect me directly to the store. He said that he could not but that he would send a message to them to call me. I told him that it should be considered urgent and asked him when they'd call back. He said that he didn't know and couldn't tell me. I told him that I was very frustrated at the way calls were handled by a center that was unable to actually resolve situations and that he should let the store know how upset I was in the hopes that they would call sooner than later. I told him that I would call every 15 minutes until I received a call back to remind them of the urgency. After 40 minutes, I had not received a call.

I called the call center and let him know that I hadn't yet gotten a call. He connected me to the call center manager who immediately began to speak in a loud and extremely disrespectful tone. He would not let me speak but eventually, I was able to get him to let me to speak. I started to tell him why I was so frustrated and that I was distressed that Island Rec did not seem to think I had a 'right' to be upset. He asked me, in a very loud and nasty tone, if I'd 'bothered' to inspect the packages when I received them from the warehouse. I told him that I had not because everything came in sealed boxes and was being loaded from a shipping dock right into our car. I again started to tell him that his attitude was unacceptable. At no time did I yell or abuse this gentleman, but I was being very clear about my dissatisfaction. He hung up on me. I called back, requested his name (Brian **) and let him know that he was very unprofessional.

On Friday evening, my husband was able to get the proper hoses and clamps from Island Rec at no cost. The hoses are not the type that would typically come included in a filter and pump package and the fittings were very difficult - but we were ultimately able to get it set up and continue to fill the pool. On Saturday, the day of my son's pool party, we felt we'd finally be able to use the pool. We got the filter running and my husband noticed a small amount of water leaking around the perimeter of the pool. Closer inspection revealed a small tear in the liner near the leak. He patched the hole and we were ready to allow the kids in the pool when he noticed another small tear. We opted not to let the children in the pool because it had been leveled on sand and we didn't know if that would be a good idea.

On Sunday morning at 10am, I called Island Rec to report the tears in the liner. I was told that I needed to go down to the store. I asked which one. He said either one. I asked for a call back since both stores were a bit of a drive and I wanted to discuss the situation and find out what resolutions would be available. He said that he'd send a message to the store to call me. At 5:30 (closing time is 6pm), I received a call from John or Tom from the Medford store. I explained that my husband actually started looking more closely at the pool during the day and had uncovered a total of four holes in the liner. He'd patched each of them but that we felt we were entitled to a new liner, a free install and a refund based on the fact that we were clearly given an inferior product. He advised me that I would have to go to Deer Park because they sold us the item and that he couldn't help me but basically indicated that the idea of a refund was laughable. I have sent 2 complaints to the BBB with no response yet.

The inspector came and said all was fine. When they were supposed to install, they told me the liner that I bought back in early April wasn't in and I had to wait for the installation. I did, believing that they were an honest company. I picked up the liner when it came in three weeks later and had my installation date moved to coincide with the availability.

When the installers came out, they said they could not install the liner because Island Rec didn't show them the complications. I was furious. Island Rec's manager said, "Oops, we made a mistake."

Oops? My son's graduation party had no pool because of the stupidity of this company. They will say anything to get you to buy. My advice: DON'T.

Sometime on mid-May my husband received a call that they could not deliver the pool May 20th but they would deliver it June 3rd, which was still ok as it was before the install date and I am off on Fridays. On June 2nd I get a call saying that the liner I ordered was no longer available and I have to pick a different liner. Knowing that there were only 2 styles with a lifetime warranty, I said just change it to the other one. I was told they could not do it over the phone and I had to go to the store. I went to the store and was told there that they didn't understand why I had to come in. Ok, that was done but now they changed the delivery date to June 6th, which is a Monday and I am not off.

They assured me that they would call me the night before to let me know a time and to find out where they should leave it if nobody was home. Again, no call. I called Monday morning and was told that I should have left a note on the door. I told them that I was told somebody was going to call me so I could let them know where to put it if I was not home. The man said, "Don't worry, we would not leave it on the curb". Anyway, I told them where I wanted it and that was that. My husband happened to be home when they delivered it so that went ok. When I got home I realized that the delivery slip said that the filter system with ladder was on back order. I was very upset.

First of all, when they called about the liner they knew they didn't have the system they should have told me. Nobody told me anything until I called them after the delivery and was told they should be coming in on the 20th. I asked how I was supposed to use the pool which was being installed on June 13th without a filter or ladder. They told me I could go to the store for a loner pump and ladder. I went to the store to cancel the order as I was very upset that since I paid for the pool in full in March, they have been making money off my money and I still have nothing for it but aggravation. You cannot even call the store directly. You have to call the call center and then the store will call you back. I am just so discouraged with the whole situation. I would never go back to Island Rec again.

All they care about at Isl Rec is selling chemicals that most pool owners don't need and never will use. IT willl be interesting to see what type of service we get once the salt water regeneration system is installed which we are responsible for too since an electrician is required. Supposedly once the unit is installed, Isl Rec will set up an orientation to show us how the system works. I'm sure I'll be writing about that service too. Why we didn't go to Brother's 3 for a new pool is beyond me. Yes, they're more expensive but they truly provide "white glove" service. To save a $1000 or so is costing more in the long run with aggravation, endless phone calls and visits to the store. I will never step foot in or spend 1 penny in Isl Rec again. As the saying goes, you get what you pay for.

I called the store to check on my ladder and pump which is all one unit and was told that it would be in on Monday 5/16/11 and installed the next day. There's still no ladder, so I call customer service and was informed regarding back order. I asked to speak to a manager, owner or somebody that I can work with and was told they have no phone numbers for anybody but they do everything by email. I made phone calls after phone calls and didn't get wary so I went to the store for the third time.

I had the store manager get somebody on the phone and that I would like to talk to them and was told that the upper management dose not talk to customers. I told the manager I was not leaving until he puts me on the phone with somebody, this was on 5/18/11. I spoke to Brian ** who said he was an area manager. I went rounds with him on the phone until he assured me that ladder system was coming in on 5/23/11 and it would be installed by the end of the week or May 27. I called on 5/24/11 and was told that now my ladder an pump will not be in and installed until 5/31/11. Nobody returns my phone calls. The only thing that is right about this pool is the liner. The pool is not right and not supposed to have cut outs on the wall. I sent rails for 12x20 pool not 12x18, so installers had to cut rails down to make work. The pool is uneven by about 2 in. They said it was due to pool settling. The pool had 6 in. water in it when I had to get in and smooth out the liner. Somebody should really do something about this company

We notified Island Rec.and they gave us the manufacturer. I filled out the claim form and was told by them that this was not their wall. The pool we purchased was from Swim and Play in Rahway NJ and after many trips to Island Rec, they finally gave us the manufacturer of the wall that was given to us, which is Northern Lights Recreation in Canada. We called many times with no response at all from them. I have pictures of the rusting pool from 2008. The pool held up until the August of 2010 when the rusted pool popped and had to be drained.

After trying to come to some solution with Island Rec and many e-mails, their last e-mail to us was that they would give us a new wall (not the one we originally bought) but the same wall if in stock or similar, and would prorate the cost to $185.00 plus tax and installation is not covered. I also have pictures of the pool when it came down in 2010. What I would want is the original wall we bought at the same pricing and to have installation included. We would appreciate any help you can provide.

This is totally unacceptable. I understand you run into problems, then call and explain, and when I went in to have my water tested weekly, I always got a false reading. Why? Because the water testing people do not know how to test the water. I caught the tech not putting the strip in all the way and that gave a false reading, and have me buy chemicals I don't even need, and when I put the chemicals in the pool my water gets all cloudy then I go back, and I am told, "Oh, no. That's not what you needed." Then it takes me days to get the salt water to regulate. My pool was crystal clear for only a month then when I got the false info, my pool remained cloudy, almost like a light blue Gatorade color.

I am so disgusted with them. You call and ask. You go in and ask, and no one seems to know the answer. They're a bunch of **.

I said this was ludicrous, since I only paid $89.00 plus tax back in 2006, and now I have to pay over $200.00 when they (Island Recreational) are advertising the same cover and size for less than $100.00. Again, she (manager in store) insisted that the cover depreciates. I told her repeatedly that this was not the same cover from 2006; this cover was given to me last year in replacement of the damaged cover.

She refused, stating that was what warranty says and she couldn't help me. I reported them to BBB, and some man (probably another ** manager) reiterated what the other ** in the store told me and had the audacity to tell me that if I wanted, he could mail me a copy of the warranty. I told him I didn't need any copy of any warranty, and that as a V.I.P. member (for which I paid over $100 to be), they should try to resolve this issue with the manufacturer to appease their customers which was also what I told them in the store. They refused.

I don't want anything more to do with Island Recreational, but I am writing this, so other consumers should be aware that they shouldn't buy anything from this company. Their warranties are worthless after 90 days. Their sole function is to get people to buy from them, and once they have your money, they could care less what your problems are.

They don't care one way or the other. Probably, this is why their turnover rates for managers and employees are so high. This company should change its name to Island Wreck-recational, because it is more suitable as to how they treat their valued customers. All they wanted me to do was to purchase another EZ Drain or another cover and get ripped off again. I and others will do everything possible to warn people about their ripping off consumers!

When I spoke to Quad State, they told me I could fit an 8.1 kW system so I knew they were not telling me the truth. I asked that they refund my money back into my American Express Card account. I was told that they couldn't do that but could send me a check from the main office, wherever that is. It's now 7/27/10 and I have not received my refund or heard from them. They have been holding my $2,999.00 since 10/31/09 and have not refunded my money as they said they would. Please help me get my money back.

As per their ad, we pay and they do all the work. They take care of everything! All of this was contracted at their Deer Park Ave., Deer Park, N.Y.,11729 location.

Once we signed the contract, we received a reduction in price down to $4,799. We also filled out the LIPA Rebate form and the Babylon Town Permit form at the cashiers counter. We were told we be would contacted very shortly for a roof site survey. On November 23, 2009 we received a letter telling us they would have the site survey done and would be called for a date. We received a phone call from Quad State for a site survey. They would be at our home on Nov. 30, 2009 by about 10:00 am. They performed the site survey on Nov. 30 and told us the roof was perfect for solar panels. That was the last time we had any contact from Island Rec.

Finally, after patiently waiting for Island Rec to set up a date to do the work, we called them on Monday, April 5, 2010, to find out when the work would commence. Island Rec never responded to our call. My husband waited until Wednesday, April 7 and went to the store in person.

The Island Rec Solar Energy Rep, Steve, told my husband to come back on April 9 at 1: 00 pm when he would have all the records in front of him. All papers were to be filed by Island Recreational. We were told by Steve, that all he had in our folder was our contract and a piece of paper giving us a 5.4 KWH solar panel system. That was all the paper work found in our file. He did not have the Quad State Site Survey in our file. Nor did he have The Lipa application form, the building permit form nor the Babylon town permit.

In fact, when I asked him, Nothing, nothing(!) was ever submitted or completed. We lost out on the $ 3.50 KWH rebate. This is after we were told during the site survey that they would rush all the paperwork to LIPA before the Jan 1,2010 deadline to get our $3.50 KWH rebate. Also, if we acted immediately by signing and submitting the LIPA forms, we might get the solar panel system completed by the end of June or July, being his best guess. This would be 9 months after signing the contract on November 3, 2009.

Steve now told us the rebate would be a $2.75 or $2.50 KWH based upon us signing and submitting to the LIPA that they would first be submitting the Solar Panel Forms. He made us feel that all these mistakes were due to our negligence.

To recap, from November 20, 2009 to April 9, 2010, Island Rec did not do the "We Do Everything" that we were informed. In fact, Island Rec did nothing at all in that time period except take our money of $4,799 and in return, we got a useless piece of paper called their solar contract. We believe that Island Rec defrauded us by using a bait and switch tactic: they took our money, claimed they would take care of everything and they did nothing. We have canceled our contract and are still waiting for our check of $4,799 since April 16, 2010.

They dropped off the pieces of the pool & sand and I was looking for the maintenance kit. I called Customer Service and they told me I didn't purchase the kit. I told them what the salesman said; they told me I was wrong. After numerous calls, the manager Kristen of Medford called me back, told me I was wrong and hung up on me. On Wed., June 23, the installers showed up a little after 4 pm. They looked around and said, "Are you getting a fence around the pool?" I said yes and Garth (the head installer) said they only gave you enough for the deck.

I again called Customer Service and they told me "sorry, you didn't order the railing around the pool." They told me to go down to Medford and talk to the manager. My father went down there and he was told that the salesman was confused and must have written it up incorrectly and we didn't pay for it. Back at home, they started their installation job and told us our ground was off 14 inches and we have lots of roots. They told us it will cost an extra $400 and they want it in cash. I still don't think it was 14 inches off but they said, "Make up your mind if you still want us to do the job, it's getting late." So they started the job. I called Island Rec customer service to complain; they said we have to pay what the installers charge.They put the pool walls up and then they started on the liner. Half way up we looked at the liner and found out that it wasn't the liner that we picked out.

I once again called Customer Service and they said, "Sorry, ma'am, its after 8pm. There is nothing we can do now. We called you a week ago and told you we had to upgrade your liner because the other one isn't available." I told them that well, I never received a phone call from there and I would have never agreed to this liner because my daughter (whom the pool was bought for) won't go in the pool as she doesn't like dark liners (now we have a useless pool)." The rep said there isn't anything I can do for you. Garth asked to finish installing the liner.They installed the filter and stairs (forgot parts).

They left my house at 11:30 pm, packed their truck (I'd seen them put extra boxes in their van, could have been extra fence pieces as it was the same boxes that they came in) Then another manager called my father and told him that in order to get the railing around the pool they would make us a deal and charge us $100 for the railing and $400 for installation so once again my father had to charge it. They came on Tuesday, 7/13 and the installers says, "We can't install it. You have to empty 1/2 the water in the pool." So now, I have to pay for more chemicals and water for the pool. Now, I realize that the deck posts underneath are coming off and a part of the railing around the deck is warped.

When I called the installation department, the man (who claimed to be manager/supervisor) Bill ** was rude. And he told me that I would just have to not let my dogs and children out in the yard. But he refused to provide us with the crew to come back out tomorrow to finish the installation or clean up the mess that was left. When I finally asked when we were on the schedule for on Friday, he told us we were first on the schedule but couldn't provide me with a time other than between 9 am – 1 pm. Is 1:00 pm first on the schedule? And they have no one available to come tomorrow, but the start time can be 1:00 pm. I find this type of service rude, unprofessional, and unacceptable.

Today I asked to speak with a manager. After waiting on hold for several minutes, I was told that the manager had stepped out. That was too convenient. I explained to the woman I was speaking to, that I had had enough run around and that I needed to speak to the manager and have this resolved. Finally, Garrett got on the phone and explained that Brian was the only person in all of Island Rec that can handle a heat pump warranty. I asked him how that could be, it is after all July and Brian has been out of work for 4 days. Garrett told me that was how the owner wanted it. I told Garrett that I would like to speak to the owner then, and was told that the owner only answers written letters to the PO box. I plan to hand write a letter to the owner.

This is not the first issue we've had with Island Rec or this heat pump, but this is definitely the last. I will never step foot in another Island Recreational.

The next week another tech came out and like the one before noticed the depression around the complete perimeter. He then stated that no pool cove was installed when the installation was done. A pool cove is installed to support the outer edge of a liner. Without it the liner will sink and stretch until the liner becomes porous. He wrote this in his report to the company. He then proceeded to find that my liner had become so porous that it could no longer hold water.

I went in to Island Recreational and dealt with the store supervisor, Tim. He quickly told me that this is not their problem and if I wanted it fixed, I had to pay full price to get it fixed. When asked about their own tech's report, I was told that he doesn't know what he is talking about; he is just a leak guy. I have now been told that after paying 1300 dollars for a pool, I have to pay another $100 for leak detection, and who knows how much in water costs. I had to refill my pool twice to allow them to check for the leaks. It will cost me another 500 to 600 dollars to fix the problem. To me this is just not acceptable.

Now, figuring the survey was complete, the plan was in motion. About mid-March, my wife and I contacted Island Rec. No phone call was returned. On April 1st, finally a call was returned. I was told that my paperwork was not done and I had to come down and fill out the rebate forms. I told the person that I already did when I signed up. I also told him my agreement said that installation should be starting soon. He told me he had no idea about my contract. I thought that it was the same one everyone else signed. I told him that I wanted a phone call back from someone who could answer my questions. No phone call.

Today, I went in person. Here comes the kicker. All the contracts signed before Nov. 8th were no longer okay! LIPA changed the way they did the rebates! So I asked Frank (the manager) what that means. He stated that a price adjustment needed to be done. On top of that, I was told that I only qualify for a 7.2K system. I told him I want a call from someone who could give me answers. Facts that have me contacting Suffolk District Attorney's Office: My contract was voided on Nov.8th; I was never notified about void; Island Rec. continued to move the process along; I called on a few occasions, no return phone call; I showed up in person, only then was I told that the contract had to be redone; In these times when money is tight, they held my money for over five months collecting interest for themselves knowing that my contract was no good.

So now, I wonder if Island Recreational has 1,000+ customer orders and they were able to get a substantial discount on the equipment and labor, can this be possible to undercut their competitors and sell a solar system that is now affordable ? But their reputation still concerned me and the fact that you can't call the store directly.

The sales person claimed LIPA was using Island Rec to promote Solar and gives out LIPA literature. I called LIPA and they have no relationship with this company and LIPA's legal department is now investigating. LIPA told me to ask Island Rec for their list of sub-contractors they use and verify them. Island Rec will not give you any names of their sub-contractors but tells you the site survey will be done by the sub-contractor and then you will know. If you have any questions after you sign up, you have to return to the Deer Park store. There is 1 phone number for all of Island Rec stores and they just tell you to return to the store.

Island Rec has 220+ complaints with better business bureau (although many have been resolved). Suffolk County consumer affairs is already investigating this company on other issues. Island Rec has a referral program - they will give you $250 for every person you refer to them that also signs up for solar and gives you coupons to give out. However, there is nothing in the contract referencing how and when you will get the $250. In the store and ad there is a '1 year payback guaranteed' and the salesperson confirmed this, but again, nothing in the contract about this. Contract is very vague - all is says is 10KW solar home system. Nothing written about the type of panels used, electrical work included, getting the town permits, etc. Contract actually says "pool alarms are final sale" "all floor models are sold as-is" and other pool related return policy.

A customer asked the salesperson "what if you go bankrupt in 5 months and I have not gotten the system installed" and the answer was "then you deal with your credit card company." Now 5 months later, good luck trying to get your money back.

Two days after signing, we went back to the store and got a refund on our credit card. 400+ people have signed up for this deal in just 4 days. If 1,000 customers sign up in only a week or so, that would be a quick 3 million dollars for this company. Although they have done nothing fraudulent yet (except claiming they have a relationship with LIPA) but as the saying goes if it sounds too good to be true... so buyer beware!

Summer 2008: I ordered a pool liner in February 2008 and, after 3 incorrect orders were made, I finally had the liner installed during the last week of July 2008 incorrectly, and with 3 holes in it. Rather than repeat the horrific process and deal with the store any further, I fixed the holes myself and reinstalled the liner.

Summer 2009: I purchased a new pool cover for $184 on Saturday, September 12 (and not surprisingly all covers were marked up about 30-40% higher than they were in May). Without much thought, I signed what seemed at the time to be an unnecessarily massive contract for such a simple purchase. Two days later when I took the cover out of the cardboard box that it came in (which had no description of the product inside, only a 4-digit serial number), I realized that they had given me the incorrect size. I returned to the store with my receipt and the cover and all of the included hardware and instructions.

After keeping me waiting for 10 minutes while the manager talked on the phone and the other 4 employees stood around with not-so-bright looks on their faces, the smarmy manager proudly informed me that by taking the pool cover out of the box (which had no description of the product inside of it!), I had forfeited my right to exchange it. After several minutes of arguing and my repeated threats to call the police, he begrudgingly conceded and gave me the cover that I had actually ordered and paid for, but not before letting me know that he was doing me a huge favor.

Really? Giving me the product I paid for and rectifying a mistake that your employees made is a favor? Why does it have to be a game? Initially, he seemed undeniably pleased that I had fallen for this trap. So I ask, why the games? Why does buying an oversized piece of plastic require trickery? I go to a store to buy a product. Shouldn't you want me to be happy so that I might actually return summer after summer and give you my business? I've said enough. This is the worst business I have ever encountered in my entire life. I don't know what more can be said.

Today, less than a week later, I need to remove the pump and drive it to Massapequa or they will not even look at it. The return policy on filters is that the filter needs to be in the box it came in unopened. Since I took it out of the box I cannot return it. This store has the worst customer service I have ever encountered and will be sure never to shop at their stores again, as well as spread the word to others so they do not purchase anything from Island Recreational as well.

After about 7 phone calls and several trips to the store with pictures, they agreed to cover the pool "wall" at 100% and the "liner" at 60%. Here was our problem with that. It will cost $200 to take down the old pool (We can do that ourselves but can't lose a single nut or bolt during the takedown or damage any parts which is pretty hard to do by your self. It is not like opening a box and knowing where each part goes), and then it will be another $700 to reinstall it with the new wall. So now, we are up to $900 plus a liner.

When we spoke to the store managers several times about working with us on this price, because it was their contractor who messed up the initial installation to begin with. They refused to help. Every manager at the store told us they understand our situation but that corporate will not allow them to help us. Corporate told us the same thing.

I told them that they have to be able to help us, because they hire these contracted installers and give them the majority of their business. I was told that they no longer hire 3rd parties to do installations and that they now do them within the company. My response was "Well, if you understand my situation and you are doing the installs yourself, you definitely can do something but are choosing not to." Again, they told me "I'm sorry; we can't help you." I won't spend a penny in that store ever again!

I was very upset when I found out that it was the technician's fault for breaking the PVC pipe and felt I should not be charged for the additional amount. When I spoke to Brian, he was downright nasty and said that the charge was going to stay and he would not refund my money. It was such poor customer service for a customer who has spent thousands of dollars at Island Recreational.

After being treated so poorly, I decided to contact my credit card company and dispute the charge. The credit card company tried to settle the dispute by connecting me to Brian. This was a big mistake because Brian was screaming at me and harassing me. I could not believe the treatment I was receiving from a representative for Island Recreational. He was so nasty the credit card person hung up the phone. Once Brian realized the credit card representative was no longer on the phone, he hung the phone up on me.

The credit card company had won the dispute and my credit card was refunded. Today, June 18, 2009, I received another harassing call from Brian stating that my warranty will be voided and I would not receive the cover and closing at the end of the season. I hope this is not really going to happen. I have been a loyal customer from Island Recreational and, as I said before, spent thousands of dollars at establishments over the years. I have the original receipt stating my purchase and the services I am expected to receive.

I called the company, telling them it was an emergency, since I didn't know what to do to prevent the water from coming out. They informed me I had to go to the store, pay a fee, and schedule an appointment to have someone come out to determine where the hole was. I explained that the water would soon all be out and that the store was about 30 minutes away from my house. They said that was their policy.

After going to the store and explaining what happened to a salesman, the salesman recommended I let the water run out and see if I could see the tear and encouraged me to purchase a repair kit so that I could repair it myself. I told him I thought the store should repair it because the pool was only a year old and it was clearly a defect with the material. But he said if the rip wasn't on the seam, it was covered by warranty. So I purchased the repair kit.

The next day, when the water was out, I realized that the rip was not on a seam but was in the area above the depression left by the installers. It seemed to me that the pressure of the water had put undue stress on the liner above that depression (dip), and when I used the brush to clean the area, it gave out. I took pictures and took them to a local pool store to verify if this might have been a cause. They concurred that the depression should not have been left in the area and that it could have put strain on the liner.

I took the pics to Island Recreation and explained that even though the liner wasn't ripped on the seam, I wanted them to consider their responsibility at leaving the depression during installation which stressed the liner in that area. The manager on hand said he understood my concern and would send the pics to the main office. Three days later, I called the main office to determine what they could do to fix the problem (specifically the uneven sand), and they said that they were not under warranty to fix this issue since the tear was not on the seam.

I again explained my concern was about the faulty foundation and installation of the pool and their responsibility to repair the damage that this sloppy installation caused. They said that it was my responsibility to pay for the next installer to fix that problem. I told them I would be taking further action since this, I believe, was their issue from the beginning. They said they wanted to save me the hassle of following through with any action since I signed paperwork acknowledging that they only cover rips on seams.

I am reporting their shoddy work as the cause of my liner tearing, since nothing else could have caused this issue one year into purchasing the pool, while doing a routine cleaning of the pool to open it up for the season.

(Why couldn't they do that in the first place?) Anyway, the so-called manager could do nothing to help me. Later that day, I went to the Deer Park clearance center. They told me they had an 18-foot Atlas Pool in stock, but that the warehouse was closed on Sundays so I should come back the following day. The next day I called and finally got someone after calling back three times. They told me Deer Park has the 18-foot Atlas Pool and he would have someone from the store call me right back. Someone called me back who was not from the Deer Park store and told me I couldn't have the Atlas Pool. He spoke very slowly and very carefully of what he said. I found out the Atlas Pool is more expensive so they didn't want to give it to me. So he said he would call me back again, and what a shock I still haven't heard back. I will be returning my pool today and, hopefully, that will go smoothly.

I feel that they should repair this, because this was caused by the people who installed the liner. Island Recreational is sending someone from the Liner Company who, I believe, will tell me it is not their responsibility. We have a 15-year liner warranty and not one person other than the installers have been in the pool. The ladder is not even set up as yet. I hope you can expedite this matter because I am extremely upset over it, and now my family cannot use the pool after all this expense.

Numerous calls and to this date this year, they still will not replace or fix the liner. They just kept telling me that I must purchase a new liner and pay for installation as well. They offered the liner to me at different times at a discounted price. They have poor customer service on the phone and there were times you cannot get a person on the phone...just ringing and ringing.

Now less than a year later, the pump is broken and I have to see what will be the outcome on this. It was always one thing after the next with Island Recreational. It was like once I bought the pool, it was out of their hands no matter what. I could not enjoy my pool last year and this year looks to be the same.

This permanent installation is designed to remain outdoors. Apparently, the structural integrity has been compromised by the elements of wind, snow and freezing and this is not suitable for the northeast climate. Although the shower functions, the housing has been badly damaged by winter and the product has yet to be used by any guests. I wanted to either swap for another one or have it replaced by a 100% vertical shower. I don't feel that the store has resolved this matter amicably. There was no way of determining if this product would be vulnerable to winter elements since it must remain bolted into concrete. I want a replacement due to not being forewarned in writing of the fragility of this product and its susceptibility to breakage.

All of this could have been resolved if they told me to call manufacturer in the first place but now that my system is out of warranty, the manufacturer can't help me. They offered me $200 as a full refund through the BBB... but in no way IS this fair to what I have spent and gone through with this company spending extra money on chlorine and other chemicals.

I got nowhere and had to purchase another more money because the one originally purchased not available 2nd one alot more money and now I have to pay the pool guy to redo the cover, they gave me $100 off but how do I really know because I never saw their price list,

I was scheduled to receive service every Tuesday. This has been a roller coaster for me. Island Rec. hired students and gave them a crash pool course & those were the technicians that service my pool for the last 3 service. After each of these service I had call report the poor the service rendered.

On 8/26/2008 after Island Rec. pool service I notice there were algae. I made several calls to Is. Rec. pool service dept. with little assistance. Evenly they decided to send another technician the following day. By this time my pool was cloudy and light green.

This technician inform me that he was returning to school & he trained another person that will be returning the following week (that was the same technician that service my pool on 8/26). I was also informed that to run my pool for 12 hrs. and the cloudiness will evaporate and the algae will clean up.

Well that problem never resolved and the telephone calls were continuous.

But, this was not all, on 9/2/2008 we rec'd not service. Therefore, I called on 9/3/2008 and to my greatest surprise I was inform that the 2008 pool contract ended & the next visit from Is. Rec. will be closing the pool.

I reminded the customer rep. of the algae in my pool & the respond was the pool has enough chemical to take care of the algae. Yes, I am still holding my breathe. My pool is still green. I got tired calling and getting no help but excuses one after one other.

On 9/23/2008 Island Rec. gave us a window time between 1pm-5pm to close my pool. Once more I told the customer rep. about my pool being green in color. This stated that the chemicals I rec'd to put in the pool will help the pool & when they return on 2009 they will shock the pool and it will clear my pool.

9/23/2008: The technician came to close my pool but came before, 11am because when I returned home @ 10:55am I had a note in my mail box "...Customer not Home & Pool must be cleaned to close pool. Please call office for new appt..." I was furious. I called the office no one could justify why the early technician's visit and his statement about my green pool.

I spoke to a female by the name of M.P. who claimed that she was the manager and she has no other managers above her. She had the last say. But, yet was no help to me. After 15 mins. on the telephone with M.P. stated that she will send another technician 2-3:30pm. I then asked this manager what was her name because I wanted to file a complain because this was ridiculous.

She gave me only her 1st name with her last name initial. She refused to give me a full name with a don't care tone.
The technician did showed up and did a wonderful job. I was very, very please. He was very knowledgeable. He was also surprise of the color of the pool water and could not comprehend, that we rec'd service for our pool every Tuesday and yet it had algae. He shared with me that it was obvious for some reason we had poor service.

After rec. this service I called the pool service dept.. I wanted to thank the manager M.P. and noted again of the condition of my pool. I requested to speak to the manager M.P.. The rep. returned to the telephone and stated that she will not come to the telephone because she does not want to speak to me because I was rude to her.

What type of leader does this company maintain.

This is horrible, horrible service. This is the craziest thing I ever heard. Does this mean that customers should not complain when rec. poor service. I pay approx. $700 for pool service for 2008. Therefore, I believe I should get good service.

At this time my pool is closed for the end of summer 2008 with a ton of algae and all I get from Is. Rec. was a sound & dance and a manager that can not stand by her company service.

Shame, shame on you M.P. and triple shame to you Is. Rec.

island rec returned 1 week later. I was told there was an old cesspool.I had that taken care of the next day.Island rec returned 10 days later opened all the boxes in my backyard put a few struts together and left, boxes open,material everywhere and garbage strewn all over the yard.I called Islnd Rec they told me the crew left to take care of an emergency,and that my yard was now a construction site and that I would have to be patient.I would have to keep my kids and dog out of the yard.

Another crew showed 2 days later and quit just walked out on the boss when I called IR they said it wasn't their fault.

It is now early July and no pool.Finally by mid July I get a crew to finish the install. I fill my pool ready to enjoy ,I go in and the bottom of the pool is all uneven and lumpy IR says it is not their fault. I close my pool and hope for better luck next year.I open my pool June 5 2008 shock it everything looks good.On June 9 I discover the ozonator is not working I take it to IR they say it is under warranty and they will replace it.

One problem they are out of stock and I have to wait 2 weeks I say ok.Well it is Septmeber 1 and I am still waiting.

IR does NOT STAND BEHIND THEIR PRODUCTS. I suggest to all consumers who do business with ISLAND RECREATIONAL to SPEND THEIR HARD EARNED DOLLARS ELSWHERE. I know I will. Maybe the word will get out and Isl. REC. will either change or go out of business. As for my cover they do not want to replace it as per my warranty.

On 7/4/08 I purchased Solar Rings which is basically mini solar covers? from Island Recreational at the North Babylon, NY Location. Because, a service rep at the store promised me that it would take 6 solar covers to raise the water temperature between 9-15 degrees. And, if for what ever reason I was not satisfied with the rings I could return them within 60 days for a full refund, which was approximately $162. So I went home and followed the instructions and day after day I kept checking the temperature of the pool and the temperature did not change it was a constant 78 degrees the same temperature it had been previously. I noticed on the instructions that the pool had to be 2/3 covered with these solar rings, and the 6 rings only made the surface approximately 1/3 covered. On 7/8/08 I went back to the store and explained my situation to another service rep and they told me, that I was right and that the first rep. was wrong and I would need to buy another 6 rings and they even sold me a liquid that would help.

Again, they were supposedly experts and I trusted them. Again, I followed the instructions and checked day after day. There was a raise in temp of only 2 degrees not the promised 9-15 degrees. After two weeks of checking the situation didn't get any better. So, on July 28, 2008 I went to the store and told the manager that I want a full refund like I was promised. The manager told me that there store policy was that since I opened the packaging; I could no longer return the item, which was a complete contradiction to what I was told twice previously.

I told the manager I fully intended on using the rings and how would I be able to know if the rings didnt work unless I used them and open the packaging. I tried to explain my situation further to the manager and all he kept saying was sorry thats store policy, and he just kept walking away from me. I was told that I wasnt even entitled to store credit. I called there online customer service number 516-520-1860 and they kept telling me that there is nothing that they can do and I would have to deal with the manager directly.

I'm not sure if this letter will help in any way, but I am a very unhappy customer and I felt compelled after the way I was treated, to see if there can be something that can be done. I feel like I was mistreated and taken advantage of. I dont complain about much and a lot of times I let things go. But, this cannot be one of those times for me. The manager talk to me like I was a child and that I was some how trying to get away with something. I'm just looking to be made whole.

What is more, is that the filter does not have any suction for more than 3 minutes. He spoke to customer service repeatedly and followed all their suggestions at remedies...REPEATEDLY. I then took the entire system to MASSAPEQUA (1/2 hr from my house) to the service department. I got the system back and there is absolutely no difference.

My husband then called customer service again and was told by the MANAGER OF CUSTOMER SERVICE that she could not help him any more. We are now left with NO POOL FOR 2 WEEKS in the middle of summer and Island Rec. has now thrown up their hands. This company disgusts me.

No pool for at least 2 weeks in the middle of summer

Against my better judgement I had them re ring everything at another register. When I got home I checked with the credit card company and they charged me twice. When I called they told me it was a ghost charge and that it would straightne itself out in 24-48 hrs. So I checked again and it was still there.

I went to the store with the receipt and statement in hand and the said they would put it back on my card the next business day. That was over a week ago and still no refund. I called and spoke with another teenage genious and they told me they were sorry and they will do it on monday.

This is the first year (bought a house with a pool) being a pool owner and I already can't stand IR. I went to Brothers 3 and they were so nice and the place was clean and the prices were as marked no scams with memberships and coupons. I will not be going back to IR, they are so rude and have a bunch of kids that don't understand how to speak to people in a professional manner.

July 2, 2008 the installers arrived with no liner to be installed saying that they did not know they had to pick up and deliver the new liner. Upon calling the store again they could not commit to a new delivery and instalaltion time/dat .

Island Recreational received payment of $1103.56 on May 25, 2008 and as of today we still do not have our product delivered or installed