Complaints

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 18' pool in 2013 and by 2021, the sides were rotting. We received money towards a replacement pool and a new one was installed July 2021. The pool came with a lifetime liner replacement. When trying to close the pool this year, we noticed the liner had a hole in it and we filed a warranty claim on September 13, 2024. We received notification the same day from Island Rec that the warranty has been approved and that we would be receiving an email shortly with detailed information. On September 18th when I did not get a response yet, I emailed the same email that we received the approval from to ask where the information is for the warranty claim. Their response on the same day was that it taken ***** day to process and that all claims are done via email. There is no phone number to call as the auto-response that is received with each email I have sent says that there is no phone number to call and that all correspondence is via email. I have emailed 3 times since September 18th (October 4th, October 14th, and October 28th) with no response to any of them except for the auto-response that your email has been received. In my last email on October 28th, I said that if I did not receive a response by October 29th, that I would report them to the BBB. Since I have not received a response on October 29th, I am formally filing a ************ is now the end of the season and my pool is empty waiting for this replacement liner so we can close the pool for the winter. I need an answer on what is happening - it's just absolutely unacceptable. Not responding within the timeframe they mentioned is not appropriate business practice.

  Business response

  10/30/2024

  called customer to apologize for warranty department not handling this issue.

  NEW liner is order 17-7-100 - tech will bring to job

  WORK order 5-3-1846 - scheduled with **** ***** for 10/31/24 between 7AM and 8AM

  Customer states In-Laws are staying with her and will be home for install

  Customer must SLOW fill the pool

  Please contact customer to confirm details and close this case

   

   

   

   

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my pool heater from Island Recreational on June 21, 2024. The pool was delivered and installed in early July. After a month, it was not able to reach the desired temperature. The vendor investigated the problem and said he would submit a replacement report to the installation team in August. I contacted the vendor weekly. They always said they would follow up and get back to me the next day, however, I never received a call back from the vendor. Therefore, I called them weekly for updates. After the third time, the call was never answered and always went to voicemail. The vendor did not honor their warranty and return policy and ignored me.

  Business response

  10/10/2024

  Please see the attached invoice for the service call preformed per the CUSTOMERS request. We paid the service call fee for the customer and the unit per their invoice is working. 

  We have informed the customer of this a few times. At this time the unit is working. Since it is the end of the season and heat pumps will not raise the temperature of the water that much at this time of year, once the customer opens the pool again in 2025 we will cover ONE service call to inspection the heater.

   

  Please contact the customer and I will set this up

  Customer response

  10/21/2024

  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:

  Island Recreational have never proactively contacted me to provide an update on the case. The issue was raised in early August. If the heater is not functioning properly in August, it should not be attributed to temperature; rather, it is an equipment issue. Island Recreational did send a technician to service the heater and replace the display, but this did not improve its performance. The heater temperature cannot exceed 85 degrees at any time, even during summer. The business had not offered a solution until my pool was closed. They did not even inform me about scheduling another service call for the coming year. 

   

   

   

   

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

  
  Sincerely,
  
  ***** ***  
  
  
  
   
  

  Business response

  10/22/2024

  the customer is Totally wrong....I responded to this BBB case well over a week ago and the customer did not respond back to us. if they customer wants to proceed with what we offered they can contact US. the report I sent in with response shows the unit is working. if they customer wants a FREE second service call in 2025 when their pool is open again we will provide it but the customer must contact us. the heater is working per the report from HVAC company. I do not know what else I can provide this customer. It is OCT and their pool is closed. 

  Customer response

  10/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is OK, as I have no choice. 
  
  Sincerely,
  ***** ***  
  
  
   
  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my stinger vacuum on Thursday, 725 to be repaired. I was called Tuesday 730 that it was ready for pick up. When I arrived, they went to give me only one part of my vacuum, when I said, I brought both parts and he reread the receipt went into the back and got me the second part. In the meantime, I noticed that there were multiple stickers on my machine. I questioned that and I was told oh I dont know how that got on there.I brought the machine back home and it stopped working again the next day. After looking at this machine, I noticed that is not the machine I dropped off. My machine was a year old, this one I have no idea how old the basket was, how old the top part is, if the parts actually went together. This one has an issue where it plugs. I brought the machine back home and it stopped working again the next day. After looking at this machine, I noticed that is not the machine I dropped off. My machine was a year old, this one I have no idea how old the basket was, how old the top part is, if the parts actually went together. This one has a issue where it plugs in to the power cord. Mine was missing a couple of screws so business is swapping out customers vacuum but this is 100%.

  Business response

  08/02/2024

  the customer was called 8/2 at ***** to review the issue.

  it seems our repair shop accidently handed out the wrong cleaner to the customer.

  we have entered an order for a Brand new unit that the customer can pick up.

  Please contact the customer to confirm the details of the resolve

   

  Thank you

   

   

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased & had a pool installed April 3, 2023 by Island Recreational. End of June/beg. of July noticed less water & saw where the leak was. July 8, 2024 went to Island Recreational in ********** to ask about warranty on the pool. Manager (female, brown hair) informs me that I need to have someone come to the house to see what the issue is & if it's the liner than it will be replaced since it's under warranty. The price for the person to come out is $249 & if it is in fact the liner than it will be refunded to me. So I agreed, paid the $249 & the liner specialist came Wednesday & determined it is the liner & that the store will give me a call once they review the video. A few days go by &crickets, I attempt calling the store but there is no direct number to the store just a service center so I decide to go to the store on July 11th, 2024. The same manager is there so I request her help. She then informs me that there are holes in the liner and that isn't covered under warranty, meanwhile on July 8th she told me as long as it's the liner it's covered. Then I speak with ***** over the phone at the store, who is the Installation ******** **** tells me that he wasn't there when I had the conversation with the store manager over what is covered and that he will ask his manager for a refund of the $250 & that he can give me 50% off a new liner. So I asked the worker there to give me a quote on a new ******************* do & I am told since it's a thicker liner the installation is free. July 17, ***** tells me via phone he will refund me the $249, it's now 7/25 and still no refund issued. July 20 I go to the store to order new ************ is telling me I have to pay for installation after being told it was free. They get ***** on the phone and ***** tells me he has to ask **** on Monday (7/22) &he will give me a call on Monday/Tuesday. It is now 7/25 no refund or phone call. We are half way through summer & haven't been able to use the pool that is ONE YEAR OLD!

  Business response

  07/25/2024

  spoke to the customer today

  Liner replacement at NO Charge set for SAT 7/27. The customer must have their pool 100% empty for the NO *************** The liner is also being provided at no charge to the customer.

  The liner model is the **** style.

  Please contact this customer to confirm the arrangements made

   

  Thank you

  Customer response

  07/27/2024

  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. Island recreational contacted me, the liner was delivered and installed the following day. Thank you
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchase a pool back in September with installation happening in spring of 2024. The pool was put in May 9, 2024 we filled it had to drain it and they had to replace the liner because they cut it. They replace the liner I asked them not to cut it and they cut it anyway, I filled it and had to drain it again then they upgraded a liner that I did not want that installed the liner had to come back to fix another issue with the new liner, this is a brand new pool and we werent able to use it until almost 1st week in July. *** was rude. Dealing with *****. *** left messages recently for them to call me back and I havent heard anything from them. Im missing hardware on the pool. The pool is not level. I still have a broken cap. All these issues are still unresolved.I have left messages and emails with ***** to call me back from installation and have not heard back from him. There are issues with the new liner as well. There are gaps where there shouldnt be. Why are you aggravated? We were told we would get some sort of compensation for all the hassle in trouble and having to fill the pool three times and drain it and now when trying to reach out to the company to get the last few issues resolved and to hear what theyre gonna say nobody is returning our phone calls. This has to be one of the worst experiences Ive ever had Im extremely disappointed in this company, the lack of communication and the fact that theyre not willing to help me fix everything and rectify the situation.

  Business response

  07/29/2024

  we have spoken directly to the customer and made a partial check refund offer.

  The customer was sent an agreement on 7/26/24 and has yet to return it or contact us back.

   

  Please advise the customer to contact us back so we can close this case

  Thank You

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 31st 2024 I filed a warranty claim with Island Rec based on a pool I have bought and had installed in August of 2017. The pool liner is completely faded, there is rusting parts on the underside of the rail and the outside of the pool is bowed. As of today I have no heard back from the warranty ***** I went to the store and spoke with the manager *** who tried to help me out but reached back and said I had to wait until the warranty **** responds, that they work from home and theres no way to contact them other than emailing. I have emailed them on 6/28/24 and received an auto reply that emails are answered in the order they are received, 20 days later and no response. The store manage *** saw the pictures of the liner and other issues we have and said they must all be covered that the liner should not have faded that much and we even have a double lifetime warranty on new liner. Furthermore the pump that came with the pool is not running as normal and we were told to bring it into the warranty repair center and drop it off, when asked how we keep the pool from turning green while theres no pump, they stated theres really no way to do that other than trying to throw a ton of shock in. On the island rec website it says allow ***** business days for a response, we are not at almost 35 business days. When we call customer service they cant help, email customer service they cant help, go to store they cant help, warranty claims has no phone number and doesnt response to emails.

  Business response

  07/17/2024

  This pool purchase is from 2017. The liner over the course of time unfortunately sometimes fades. Since the customer did the correct thing a started a warranty claim and has yet to hear back from them which I personally apologize for, I will enter a No Charge replacement liner for the customer. This replacement liner does NOT come with installation. This service the customer would have to self install or hire an outside contractor. The double lifetime warranty ONLY covers seam separation 

  as for the pool pump issue these have standard one yr warranties. If they bring it to the repair shop it will be there 7-10 days. As a second gesture we will offer the customer 50% off a new pool Pump and again does not come with any installation service

   

  please contact me back if this is acceptable 

  Customer response

  07/17/2024

  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:

  You failed to respond to the rust issues on the frame of the pool or the bowing of the sides of the pool. Furthermore, we were guaranteed when we bought the pool that the liner would not fade. We also spoke with the in store manager and showed him the picture of under the ladder mat, and the rest of the pool and showed him the fading. He agreed and said it should never have faded that badly- especially since we use only island rec products in the pool. He was also the one who advised that we had a double lifetime warranty which covers fading and the double lifetime-one part goes towards the new liner and the other part goes for the install. While I appreciate the offer for the free liner, we shouldnt have to come out of our own pocket for install on something that never should have happened 

   

   

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  07/24/2024

  The pool was sold in 2017 and unfortunately the company *********** went out of business so getting the exact parts is sometimes difficult for customers.  

  We can supply rails to the customer that they can possibly modify to fit the current pool. It is not an exact match.

  At this point we are offering a free liner for the fading issue, $800.00 refund in the form of a check so they customer can apply this to a contactor to fix any settling issues that has occurred since 2017 and we will supply rails for the customer.

   

   

   

   

  Customer response

  07/24/2024

  Better Business Bureau:
  
  The part that is rusted is called the Bead Receiver.
  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

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a pool with a filter and ladder on April 26, 2024. The pool was installed with the filer on May 17, 2024. On May 24, 2024, my son went to put the ladder together and we discovered that half of it was missing. I thought this was a mistake. We went to the store in ********* only to be told that we were one of 100 people in this same situation. We spoke to the sales manager, ***, and I asked for the floor model. I was told that they don't play favorites. He asked me if I wanted a ladder where the stairs did not go up and I said know, not unless I could use it until the other ladder arrived. He told me this was not "Let's Make a Deal". I went home and called corporate and they told me to go to the store and purchase another ladder. I was told my original half ladder would be in within 2 weeks Two weeks came and went. My husband called corporate and was told that the ladder would be arriving before the end of June. It is now July 5 and still no signs of the ladder. I called corporate on July 2, 2024 and left a message regarding the ladder situation. No return phone call and no ladder.

  Business response

  07/08/2024

  good Morning,

   

  we spoke to *************** this morning to resolve their BBB complaint.

  The outside ladder carton that was on backordered will be delivered to their home today 7/8 and I have enter a $200.00 check refund for the issue

  Refund # ****** will be mailed directly to the customer within ***** days

  Please contact the customer to confirm.

   

  Than You

   

   

   

  Customer response

  07/08/2024

  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

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DO NOT USE THIS COMPANY!! We paid $1700 for a pool liner install on 5/29 and were promised to have it installed on 6/20 as we had a childs birthday party scheduled for 6/29 and our annual family 4th of July party. They sent two separate guys out to take measurements and somehow still ordered the wrong size liner and cancelled the install on 6/20 and rescheduled for 6/26. No one showed up on 6/26 and we were told we were the last job for the day and they would be here by 5.no one came. I spent the next 2 days just trying to get someone on the phone and finally was told that they again ordered the wrong size liner and now the earliest they can schedule is 7/10. We now have to cancel orders to various catering companies and cancel a 7 year olds pool party and all were told is sorry this is the best we can do. Its completely unfathomable how a company who specializes in pool installation and liner replacement needs 3 attempts to measure the correct liner. If that incompetence isnt sad enough you then have to call the install **** and leave countless unanswered messages just to find out why they didnt come in the first place. And then I get this woman ****** on the phone whos response was so you want a refund? No I want the liner installed so I dont have to cancel parties I scheduled based on your companies promise to install the liner a week before the party! Apparently this company is just used to reimbursing customers for jobs that are either not done at all or poorly done based on the alarmingly similar complaints filed on this site. I ******** done my homework before hiring this awful company. Do not hire this company!!!

  Business response

  06/28/2024

  The customer today requested to have the wrong liner picked up, which was done and have the order refunded which again was done

  they did not want to wait for the correct liner to come in.

  unfortunately the liner height was mid measured by 2.

   

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 137k btu heat pump pool heater from Island recreational, installation was scheduled for April 15th 2024. I was waiting for the installers to show up when I got a call around noon time that there was a truck issue and installation was canceled for that day. Installation was rescheduled and finally completed on April 20th 2024 after paying an additional $125.00 for a supposedly free installation.I opened my pool in beginning of June 2024 and started the new pool heater, even after working for several days the water never got to the set temperature and that's when I realized that the compressor in the unit is not even working and only the fan is running. I called Island Recreational on Friday June 14th around 4:30 p.m. to report this issue and was told a technician will reach out to me within 24 hours, that never happened. I called Island Recreational again on June 17th around 3:00 p.m. to follow up and was told the same thing that a **** contractor will reach out to me to schedule repairs, that didn't happen too. I called Island Recreational again the next day June 18th around 2:00 p.m and was rudely told that I was told to wait for a call from the **** company.Now I have a brand new pool heater that I cannot use, has been paid for in full. Delaing with Island Recreational so far, I have no faith in them and the way they make customer feel like as if I am asking them for a favor.I am loosing presious summer time and can't enjoy my pool, this heater should be replaced with a new working heater ASAP and not repairs performed to a brand new non working dud heater.I should also be compensated for the time I lost because of the non working heater and delay in repairs.

  Business response

  06/20/2024

  Good Morning,

   

  the customer has a new heat pump and I have contact Yas HVAC today again to contact the customer today to set up a service call.

  Unfortunately they are quite busy and a warranty claim does take some time.

  Once I hear from HVAC company I will update this case once again

   

  Customer response

  06/23/2024

  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:

  [Your Answer Here]

   The technician from YAS HVAC arrived on morning of 6/22/24, checked the pool heater and wasn't able to fix it. He indicated that it's a bad compressor issue. Technician told me that he will submit his report to Island Recreational and they will get back to me. 

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Customer response

  09/05/2024

  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:

  [Your Answer Here]

   As I stated already, I have not received $1,000 compensation for delays via check or any other mode as to date. I don't understand what it means that a refund was entered?? maybe it was entered in your system or something but

  I have not received it as of today, for me it's still pending and i am waiting for it for almost two months now. ***** can call me but i ask that i receive the check for $1,000 compensation and a full refund before the unit gets picked up. 

   

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  09/05/2024

  Yes the check was entered and I will track it down Friday 9/6. It may have not been mailed out. If this is the case I will ***** it overnight for you.

  as far as a full refund prior to the unit being picked up we can not do that. I can have ***** tomorrow set up a pick up date for Weds 9/11 and as soon as it is on the truck we will process the refund and give you the transaction number.
  

  ***** will call you at 845am to confirm these two replies entered today

   

   

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

*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. ↩