Business Profile

Pool Contractors

Island Recreational

Complaints

This profile includes complaints for Island Recreational's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

44 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a pool on May 25th,2024. I spoke with Island recreational about the need for the pool to be delivered and installed by June 25th because of my daughter's impending graduation party. I was assured that would happen. The installation company called me and said they were coming on June 19th to install. I ordered a sand delivery and hired a landscaper to accommodate pool. I rec'd a call two days ago that they did not have my original pool and they would offer me an upgrade. I accepted. Yesterday I rec'd a call that they did not have the upgrade and that someone would get back to me. I waited all day and called their customer service line. There is none, only a call center. There is no manager to reach or district manager. You can not call the store directly they said they only give messages. I left work and went to store. I was told with 99% certainty my pool would be in by tomorrow. They also assured me they would have someone to call me to update me. I have not rec;d a call. They called my husband today and asked him if we want to downgrade to a smaller pool. We don't want to. We would like the pool that we purchased. I was informed there is a regional manager named ***** who I have left multiple messages for and he has not returned my call. I am now paying extra to cancel the sand delivery and the landscaper. I still have not rec'd any call back. I was asked if I wanted a refund which is not an option because my daughter's party is fast approaching and I can't rectify with another company. I don't understand how a pool company could sell a product and guarantee a product without having it in stock leaving the customer no recourse. I also don't understand not being able to escalate an issue.
Business Response
Date: 06/17/2024
spoke to ************* 6/17 12:35PM. Located a pool and informed customer it is the upgraded pool she was told she was getting. The pool will be delivered by FRIDAY 6/21. Champion installers will install the pool Saturday 6/22.
Please contact ************* to confirm our phone call and details

Thank You
Initial Complaint
Date:06/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Island recreational sold us an above ground pool with a full lifetime manufacturer warranty . The pool tops have been rusting and dumping pieces of the rail into our pool- and we need them replaced. They are refusing and stating the manufacturer closed so they can only sell us a brand new pool at a discount and pay full price for installation. No way should a pool company sell products that rust when get wet since its entire job is to hold water in. We are not asking for above and beyond but to replace all the top rails that they sold us.
Business Response
Date: 06/04/2024
Today i spoke to ****************** about the issue of the BBB complaint.
We are having the pool looked at over the next few days and i will be in contact with ****************** again Thursday 6/6 to resolve the issue.
Please feel free to contact the customer to confirm this

Thank You
Customer Answer
Date: 06/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Good morning- yes the company called us and said they would resolve the issue and have someone come to our house to look at the pool on Thursday and they never showed- my husband called again and had to wait multiple times on hold for over 40 min a time to find out they would send someone of Friday and again no one ever showed. We called multiple times over the weekend with zero response. My husband tried again today but still no response from island recreational

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************************

Customer Answer
Date: 06/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because in the response to BBB Island recreational writes they will replace the pool at not cost to the client and then they write us and give us an estimate for $6000- they sold us the pool with a lifetime warranty and are continuing to play games. I have attached their latest email .
*******************************;

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************************

Business Response
Date: 06/12/2024
at this time Island recreational has offered a FREE replacement pool...the pool has NEVER had a lifetime warranty...that was the liner...the free NEW pool comes with a liner.
the customers pool is over TEN years old.....the FREE pool does NOT include installation.
we had an installer look at the pool and give a written estimate. I spoke to ****************** on the phone 6/11 and went over that Island recreational would cover $2000.00 of the installation estimate and they would only pay $3850.00....this includes the digging out of their existing semi inground pool by hand, removal of old pool, installation of new pool with the customer existing deck, backfilling pool and filter hook up....
This is a 10year old pool.....The customer was offered a FREE replacement pool and we would cover $2000.00 of the replacement installation
It is a very fair offer
Initial Complaint
Date:05/30/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
5/28/24 7:39 PM purchased boxed Torrent pool Pump $349 * 2 Unions $19.99/each total $422.53.Opened box @ home pump not resembling picture, missing labels, ************* debris. Bolts aged/corroded, electronics covered in grease. Called store next morning @ 9:10AM, detail issue * told go back to swap. Confirmed I would receive a new pump, they don't sell used/rebuilds * would be taken care of.5:30PM described problem to Zena * what customer service said. Very defensive, she left, consulted w/ someone, came back citing return policy */or take pump to their service department to repair. Implied I was trying to steal.Asked to ********************** said it will take a while. Explained to ********** issue * he accused me of swapping the pump. Claimed pump came directly from warehouse. I said I would call police to report the issue. Told me to go ahead.Called 911 6:02PM, explained. They were delayed. 6:23 PM, provided more detail to police over phone. 6:40PM, confirmed coming.Another employee, *** repeatedly asked me to move, while another said I could stay. **** rudely said the police were dealing with an actual emergency. Staffs hostility increased. 7:31PM reported staff escalating situation to police. Police arrived.Explained situation to officers. Provided me w/ police report #. Officers were supportive * assured me call was justified.********** said the pump was a "zombie pump" w/ incorrect housing * labels. I reiterated I did not receive what I paid for which voids the transaction. Staff treatment of ******* wife was unprofessional * disparaging.No confidence ********** contacted warehouse. Police said *** spoke to regional manager who decided. ********** was hostile * rushed to get me to leave.Something criminal happened in their warehouse, or internally in their store. The stores management response was entirely unacceptable. My wife was also treated with disregard.Complaint incomplete b/c of character limits here, attached complete writeup * awaiting police report.
Business Response
Date: 05/30/2024
spoke to customer and issuing a FULL refund in amount of $422.53 to settle issue customer had in the retail store.
The refund number is ******
the check will mail out directly to the customers home address.
please feel free to contact the customer to confirm the resolve

Thank you
Customer Answer
Date: 05/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***************************
Initial Complaint
Date:05/24/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 8, 2023 we had a new liner installed by Island Recreation. On or about August 27,2023 the pool was closed for the winter. Throughout the months of Sept through March, 2024 the water level dropped. I called the store and was told that it was too cold to do anything & made an appointment for April 25, 2024 to somebody come out and verify. I took the day off from work and nobody showed that day. I called and we rescheduled for May 1, 2024 and was told I didnt need to be home. A technician was sent out to review the issues. He indicated there were multiple leaks within the pool.. He told us that the management at the ********* store would call us the next day. We did not receive a call. I called the installation team and spoke with *** who said there was nothing he could do except speak to customer service. **************** said they couldnt do anything that I would have to speak to the store manager but they can not be reached by phone, that I would have to go to the store in person. I went to the store and the manager on duty said there is nothing she could do because it isnt a seam but I should contact Island Rec through their help e-mail. I've contacted them three times and they have not responded. Amount paid approximately $1,700.00. Advertisement states lifetime warranty.
Business Response
Date: 05/24/2024
Spoke to Mr. ******************* on 5/24 at 12:02PM regarding his BBB case. ************** accepted a Check refund in the amount of $1700.00
It is refund #******
It will take ***** days for the check to be processed and mailed directly yo the customer home address with ************** confirmed.
Please feel free to contact customer to confirm details and to close the case#

Customer Answer
Date: 05/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*******************
Initial Complaint
Date:04/30/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a pool which was supposed to include full installation and setup The installation occurred after being delayed then had multiple issues with the liner which required 4 visits to fix finally Now after being charged extra to install the filter it is broken and leaking and was not installed correctly as the hoses popped off from the pressure I want a full refund in the amount of installation cost this place is a nightmare and they take no responsibility even though I spent $6000 in their store
Business Response
Date: 04/30/2024
***************************** emailed us 4/29 at 4:47PM that he was having an issue with the top portion of the filter system and had opened a BBB case. We sent a tech to the home 4/30 at 8:00am and determine there is some type of defect in the lid of the filter. We have entered a warranty for the filter part and the tech will return with it on 5/1 in the morning between 7AM and 10AM to change it out for the customer.
***************************** was spoken to by the installer Champion Pools on 4/30 at 8:15AM to advise the resolution and both *** and **** **** be home 5/1 for the part replacement.
Initial Complaint
Date:10/31/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a pool package on 9/20/19 from island recreational which included a LIFETIME WARRANTY on the pool liner against manufacturer defects.the total cost of this pool package was $2204.In August of this year there was a seam separation,which qualifies as a manufacturers defect.On 8/30/23 I submitted a warranty claim,which according to the site would take ***** business days.I submitted a second claim on 10/15/23 on the advise of a store representative at the ************* location.i still have not gotten a response to either claim request.
Business Response
Date: 10/31/2023
Since the warranty department did not respond at all to the customers repeated claims, island recreational will refund the purchase of the REPLACEMENT liner order number ********
Island recreational will offer a CHECK refund in the amount of $1291.51 which was the purchase price with *** tax for the order.
Once the customer has time to review this offer and accept it the check refund will be processed.
Customer Answer
Date: 11/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*****************************
Initial Complaint
Date:08/29/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So I purchased chlorine tablets with the deal they had going on. Bought a case I got $46 off. They gave it to me in store credit via a gift card.I was informed I could not use it till after July of this year. No problem . Also was informed to hold onto the receipt and original ad because sometimes the cards dont work. Went in this past weekend and tried using the gift card and was told its expired. I was told it says on the receipt that the cards expire. As you and I can read on the receipt there is no explanation of that nor is there one on the card. Never have I or I can think anyone else having a gift card expire. Let alone not be told this or be able to see it in any kind of wrighting on a receipt to inform the consumer. I feel like this is just a way of undermining the customer. Id like my card validated and used and correct there information to the consumer if that indeed is the way they do things so that we as consumers know we dont much time to use it.. **
Business Response
Date: 08/29/2023
We apologize for this inconvenience. *** post card states the gift card is valid the entire month of July. However, we have entered in a $30 store credit, #*******.
Customer Answer
Date: 08/29/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is decent . How do I option the credit so I can use it ?
Sincerely,

**********
Initial Complaint
Date:07/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pool at the end of May and was told I could pay a flex pay of equal amounts for 5 months which I paid the first one.I was told someone would come on Monday the 29th which someone did and then told me he would turn in the result of the survey that night and I would hear from the company about a shipment date and install date . I waited till Saturday and never heard anything so I went to the store and was told it wouldnt be ordered until I paid in full. After paying I did get a phone call stating both dates which did happen. On the install day the gentleman informed me of a fee for grass removal which was never stated by anyone and was told to fill up my pool one foot a day until half full and he would be back to put the skimmer in and install my filter. After a week I called the company and was told there would be another fee of $125 to do so. I looked up the info I had and it said included was the installation of the skimmer and return.I called back on Saturday and was told he would contact champion installation company and as of 5 days later nothing.. now I have a half filled pool with slime and who knows what sitting here during one of the hottest stretches of the year. Can you please help me
Business Response
Date: 07/14/2023
The skimmer was installed on the pool Thursday 7/13. There is no fee for skimmer hookup, there must be some miscommunication. At the time of the installation, the installer mentioned that the liner was tight and he wanted it to stretch correctly before cutting in the skimmer and the return. The skimmer and return are now on the pool.
Initial Complaint
Date:07/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6-5-23, I purchased an above ground pool filter system for $625.64 and I paid $196.50 for Island Recreational to professionally install the system on 6-19-23, so it would operate correctly. The system leaked water in two places so I was unable to turn the system on. They came back on 6-21-23 and fixed the leaks and left. When I turned on the filter on 6-24-23 there was air in the system and no pressure. On 6-26-23 I called the installation **** and was advised how to fix the problem. It did not work. I called again and was told someone woukd call back within 24hours to give a date for service. After not hearing from them in 3 days I called again and was told it was a maintenence problem but hopefully they will come back in a weeks time. I'm getting the run around. They are not coming back. The system did not work from day one. I want them to come back and do the job they were paid to do. I paid them to install a functioning filter system which I did not get.
Business Response
Date: 07/05/2023
We have explained that there is air in the system and you must purge that air out. There is an air relief valve on the top of the filter that releases the air, you will also need to prime the pump using a garden hose in the skimmer. I listened to the call both on 7/3 and today. Both representatives informed you to head to the store to schedule the service. Neither one of them said you had to wait more than a week. We will be out on Friday 7/7 to look at the air issue with the pump that needs to be primed.
Initial Complaint
Date:06/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased salt generator on 4/18/21. It was installed on or about 5/15/21 when the product was received. It has since stopped working to no fault of mine. I went to island recreational where I purchased and was informed I had to file warranty claim, which I did on 6/19/23. The warranty was for 3 years yet they denied my claim with no explanation on 6/26/23. Need help getting island recreational to stand behind their product and warranty.They do not pickup their phone and my request for explanation of warranty being denied has gone unanswered. They have zero customer service. When you call the phone number you are misdirected and no person picks up to answer.
Business Response
Date: 06/26/2023
We will warranty the salt unit, to the PRO model. You will be contacted with the order # to pick it up from the store. Salt cells will need to be replaced within 2-3 years depending on the chemistry of the water and the output the unit is set for. There are a lot of variables that you left out in your complaint. However, you will be contacted with the order number for the new unit.
Customer Answer
Date: 06/26/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
I must reserve the right to potentially reopen the complaint which is dependent upon receipt of the new cell and it matching the previous cell for compatibility & proper size to match the previous unit installed.

Sincerely,

*************************

Customer Answer
Date: 07/05/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

In regard to previous claim (complaint #********) submission and alleged resolution, the business (Island Recreational) was to contact me for a replacement product to honor the failed and warrantied product. It has been several days, and no one has contacted me from the Island Recreational. I have called and been told their warranty division is handling and they do not accept calls. I have emailed them several times and I have not received a response. This is now costing me additional cost to remedy the chemical makeup of water to ensure a safe environment.

How do we handle moving forward. This should not be causing the inconvenience it has nor the money outlay to remedy a situation caused by a failed product under warranty.

Business Response
Date: 07/05/2023
2-15-47 that is the order for the salt generator. You can pick up from the ******* store. Or the Deer Park store

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