Complain about a product or service

Island Recreational

Rhona of East Meadow, NY November 6, 2009

This is as an addendum to what I wrote below about this company now taking orders for solar systems for 5,000. Part of me really wants to believe they will be able to do this and outprice the competition. First, I recently found out that Island Rec has been in contact with established solar contractors asking them to work for them. Second, Island Rec does not have to lay out the 45,000 per system but the equipment distributors may cover the cost and just wait for the 35,000 they will get back from LIPA.

So now I wonder if Island Rec has 1000+ customer orders and they are 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 affortable ? But their reputation still concerns me and the fact you can't call the store directly.

Rhona of East Meadow, NY November 4, 2009

Island Recreational has run 2 full page ads in Newsday proclaiming an entire Solar System installed for 4,999. Sounds great since the estimate we got from a reputable solar installer was 14,000. This deal even gets better because when we went to the store, they offered to take off another 2,000 if we agree to show the completed job to 5 people. So now the price for an entire solar system is only 3,000. Just give them a credit card, sign your name, and you will have a system in 5 months you are told.

Now after we did this, lots of red flags went up: 1. 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. 2. 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.

3. 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. 4. Island Rec has 220+ compaints with better business bureau (although many have been resolved). 5. Suffolk County consumer affairs is already investigating this company on other issues.

6. Island Rec has a referal 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. 7. In the store and ad there is a '1 year payback guaranteed' and the sales person confirmed this, but again, nothing in the contract about this. 8. 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.

9. Contract actually says "pool alarms are final sale" "all floor models are sold as-is" and other pool related return policy. 10. A customer asked the sales person "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 afer 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 cusomers sign up in only a week or so, that would be a quick 3 million dollars for this company. Although they have done nothing fraudelent 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!

Dan of massapequa park, NY September 15, 2009

I have had numerous horrible experiences at Island Recreational since buying my home in 2006 that had an above ground pool. I find not only are there practices and pricing strategies unfair, but their employees range from indifferent to surly, and almost appear to outwardly take pleasure in the misfortunes and disaapointment of their customers. Here are the highlights:

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 bregrudgingly 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. Shouldnt 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.

Keith of Huntington, NY August 16, 2009

Purchased Solar Cover for inground pool, put it on the pool for one uninterrupted week of hot, sunny weather. The solar cover had no impact on the pool temperature so we wanted to return the product, clean and dry in original packaging. We were told that since it had been used, they would not accept return even for store credit. We asked them how do you find out if this product works unless you use it? Please explain. Justin said store policy is not to accept returns of any opened products. Customer service would not satisfy our displeasure with this product. We our out 130.34 and are the unhappy owners of a useless piece of 16X32 blue plastic bubble wrap.

fred of oceanside, NY July 22, 2009

i bought a Hayward natural gas pool heater on 6/21/07 for 704.98, according to island rec. there is only a 1 year warranty on this product, however the original receipt clearly states that there is a 5 year warranty on this heater. my heater is leaking and not working. i want my heater replaced and island rec. wont comply

Linda of Wheatley Heights, NY July 18, 2009

On Sunday July 12, 2009 I bought a filter from Island Recreational in Deer Park. I immediately went and installed it. The housing cracked and was leaking so I needed to return to the store and obtain a new one. Two days later, the pump itself started leaking from the bottom of the pump. I contacted their customer service department who informed me that there is nothing they can do. I can remove the pump and drive it to Massapequa to their repair shop. I told them I feel I should not have to return a pump that I bought three days ago for 466 and get it repaired when I paid for a brand new filter system.

Today less than a week later, I need to remove the pump and drive it to Massapequa or tghey will not even look at it. The return policy on filters is the filter needs to be in the box it came in unopened. Since I took it out of the box I can not 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.

richard of east meadow, NY July 16, 2009

bought pool 5/30, site surveyed 6/9 erronious info given at survey increased cost of install by 200 on install date of 6/25. poolinstalled- 6/25 7/2 walls lifting out of bottom rail after intense phone callS reinstall on 7/3 7/7 wall lifting out of tracks reinstall 7/10-- 7/14 walls lifting out of bottom rails each time rails and walls have been bent to fit and damaged.

we filled and drained 4 times now, and still cannot swim. this time walls out again, entire pool leaning out at top, top rails all crooked and pool not even on the ground. all co. wants to do is reinstall with same crew. we want new pool, or back and pool removal plus for water and and damage to landscaping. co. will not waiver in their stance, we will sue, complain to consumer affairs contact media, picket the store whatever it takes. this really should recieve a class action suit as this co. has screwed more people on long island than i can count.

Frances of Selden, NY July 1, 2009

We bought a 15x25 pool from this store at the end of the '07 season. Island Recerational at the time didn't do their own installs but contracted them out. Just after the install we noticed a crease in the wall of the pool. We called and the installers came back and "pushed it out" and left again. During the winter of '09 (just over a year after the install) the pool started leaking water out of the wall where we had reported to the company their was a crease from the install.

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 yourself. 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 + a liner.

When we spoke to the store managers several times about working with us on this price because it was their contracter who messed up the initial install to begin with, they refused to help. Every manager at the store told us they understand our situation but 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 and I was told that they no longer hire 3rd parties to do installs they now do them within the company. My response, "Well if you understand my situation and you are doing the installs yourself, you definately can do something but are choosing not to." Again, they told me I'm sorry, we can't help you.

Won't spend a penny in that store EVER again!

Paula of north babylon, NY June 27, 2009

I paid to have a new liner installed and when the crew came, they notice a 1 foot puddle of water in the middle and left without a word. I'm not exaggerating! 1 foot! low and behold i replaced the liner a few years later myself. I got it online for 1/3 the island recreational price and installed it myself. Mind you i have a 27ft round pool and i'm a single mom. It was easy.I buy all my chemicals/pool supplies online or a fraction of the price and the reason its so cheap is because online pool businesses do business 12months out of the year whereas Island recreational only has 3-4 months to make their money!!

Roy of Dix Hills, NY June 19, 2009

I am very disappointed in the service and attitude of installation manager. I had purchased a WarmWater pool heater back in February from Island Recreational that came with a free pool opening, installation, cover and closing at the end of the season. The problem was the technician who came over to install the heater, had broke one of my pvc pipes coming out of the ground to the heater. I received a call at work from Brian, that I would have to be charged an additional charge. Brian stated that my plumbing was not right and I would be charged 217.25 to install the heater. When I got home that evening the technician came by and stated he broke the pvc pipe and had to buy a 5.00 coupling from HomeDepot to fix it. He came over the next day to fix it and installed the heater. 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 down right nasty and said that the charge was going to stay and 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 and 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.

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