Complaints

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

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  Island Recreational

  1059 Hicksville Rd Massapequa, NY 11758

  
• 

  Island Recreational

  523 Commack Rd Deer Park, NY 11729-3803

  
• 

  Island Recreational

  3223 Horseblock Rd Medford, NY 11763-2545

  

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:04/29/2025

  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.

  Our pool is almost 3 years old It looks like its ******************************************************************************* we will get back to you Its over a month and half for someone to come look at it Its terrible what this pool looks like So I hope you can help us out

  Business Response

  Date: 04/29/2025

  Good Morning,

   

  Today I spoke to **** ******* and reviewed their complaint which is RUST spots on the pool. This is normally handled through the manufacturer of the pool by the customer since the customer did their own installation or hired an outside company.

  To expedite this I requested pictures which shows rust in some spots.

  I entered a warranty order 5-15-73 which is for a new pool frame, wall and liner. It is the SAME model as they purchased from 2022.

  The customer has to pick up their order from our main warehouse in ******* and handle their own installation.

  Please contact the customer to confirm the details and Close this BBB case

   

  Thank You

   

   

• Initial Complaint

  Date:10/30/2024

  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.

  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

  Date: 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

  Date:10/10/2024

  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.

  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

  Date: 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

  Business Response

  Date: 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 Answer

  Date: 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

  Date:08/02/2024

  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 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

  Date: 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

  Date:07/25/2024

  Type:Product 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.

  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,
  
  ***************************
  
  
  
   
  
  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

  Date: 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

• Initial Complaint

  Date:07/24/2024

  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.

  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

  Date: 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

  Date:07/17/2024

  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.

  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,
  
  *****************************
  
  
  
  
   
  to 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

  Date: 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 

  Business Response

  Date: 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 Answer

  Date: 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

  Date:07/08/2024

  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.

  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,
  
  *********************
  
  
  
   
  
  I called corporate on July 2, 2024 and left a message regarding the ladder situation. No return phone call and no ladder.

  Business Response

  Date: 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