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:07/07/2025

  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.

  1) Date of purchase 8/14/24 2) Paid-$303.06 3) Item- 24' Auto Float Winter Cover 4) Damaged Pool cover 5) Business Has not resolved the issue. I was told at the store that although I purchased the 2nd best pool cover they sell they wouldn't replace or refund me for the damaged pool cover. I sent Island recreational and the Manufacturer copies of the warranty and pictures of the damaged cover. Included in this email are the same pictures of the damaged pool cover, copy of the payment receipt and copy of the warranty.6) I don't know about any advertising about the pool cover.

  Business Response

  Date: 07/07/2025

  Good Morning,

   

  This morning we spoke to *** ******* and we have entered a warranty for the winter cover.

  The warranty order is 17-7-36

  The cover will be in stock late August to early September.

  We will send the cover to the customer ***** once it arrives.

  Please contact the customer to confirm the details of this case and please close out #********

   

   

  Thank You

  Customer Answer

  Date: 07/07/2025

  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:07/01/2025

  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.

  On 8/1/24 I purchased a winter pool cover from Island Recreational. I removed it from my pool on 5/8/25 and noticed rips in it. I filled out the warranty form and emailed as per directions to Island Recreational. Never heard anything back from them even after 4 emails and phone calls. 7/1/25 I drove to the store and was told by the manager they would not honor their warranty. This product material was compromised.

  Business Response

  Date: 07/01/2025

  hello

   

  I have looked into this issue and apologize that the warranty department has not handled it in a timely matter

  I entered a warranty for the cover

  it is 1-7-197

  this cover will be able to be picked up after 9/1/2025. at the ********** retail store

  Please forward this to the customer and close the case file

  thank you

   

   

• Initial Complaint

  Date:06/18/2025

  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.

  The job was done June 11 *********************************************************************************** law for no reason. It all happened because my wife took 30 seconds to answer the door the minute he seen my wife and mother in law they were treated rude because they are of Indian descent.then immediately was given an up charge of $150 for my deck which was not in the way of anything they had to do. He continued to be rude to the point my wife called me. So I left work to come home. As soon as I got home the attitude changed severely when they noticed I was a white American man there were wrinkles 2ft long in the floor of the brand new liner that I questioned as to whether he would fix them and he said he would 15 minutes later he comes pounding on my door to say he is done. The wrinkles are still in the pool and they did nothing. When I asked again he said there is nothing he can do in a nasty way so I got nasty back they left all the garbage behind didnt clean anything up charged me an extra $150 and left

  Business Response

  Date: 06/18/2025

  Spoke to *** ***** ******** this morning at 7:45AM to discuss his open BBB case.

  We have agreed to issue the customer a FULL refund for the liner purchase and deck fee.

  The liner purchase will be refund to *** ***** ********** charge card used for the IN STORE purchase in the amount of $2123.59 and will be process TODAY 6/18/25

  $1954.97 subtotal

  $168.62 NYS Tax

  $2123.59 is FULL refund in charge card.

  *** ***** ******** will also receive a FULL REFUND for the deck fee of $150.00 via a CHECK # ******. This will be mailed to the customers home within 14 business days

  The customer will keep the ***** as is with the wrinkles per the agreement during our phone conversation since he received a full refund

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

   

   

   

   

   

   

  Customer Answer

  Date: 06/18/2025

  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:06/02/2025

  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.

  I purchased an above ground pool for $5,545.28 on 5/29/22 from a pool company named Island Recreational in **************, **. I also paid $485.00 in cash to their installers on 6/20/25 on the day of installment. On 7/18/22, I had to visit the Island Recreational Store near me because some of the pool wall was not on the track and 2 vertical posts, called uprights were buckling. The store associate recommended I email another store employee named ***** at ********************************** On 7/20/22, I emailed ***** with details of the issues along with pictures and included both my land line and cell phone. I did not receive any response. I emailed ***** 7/24/22, 6/10/24, 12/10/24, but did not get an answer. On 2/16/25, I emailed ***** with additional issues and expressed my concern that the pool looked like it would collapse. I asked ***** to let me know if Island Recreational could fix these problems. On 2/17/25, I finally received an email from ***** stating he would speak to his Director and call me back. I did not receive a call back. On 5/6/25, I spoke to a store manager named *** and I explained to him how I sent ***** emails since 2022 and have not yet spoken to him. *** informed me typically consumers have 90 days for complaints but he will try to talk to ***** to see what could be done. *** said he would call me but I did not receive a phone call. On 5/16/25, a licensed pool installer inspected my pool and said he was surprised that Island Recreational was not concerned about the pool because its a safety issue. He added that a portion of the wall where the buckling upright is located is bent and that would be difficult to fix.I would like for Island Recreational to replace the damaged items and replace my liner since my contract states I purchased a Lifetime Liner.

  Business Response

  Date: 06/04/2025

  hello

  we spoke to the homeowner today at 955AM

  we have set up an appointment for 6/5/25 between 9AM - 10AM to inspect the pool and once the inspection is done a repair date.

  the pool is from 2022 and normally has a 1YR warranty but the repair will be done at No Charge for the customer.

   

  Please contact the customer to confirm details of our call today

  Customer Answer

  Date: 06/18/2025

  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:The company, Island Recreational informed me  on 6/5/25 that some of the damaged uprights could be replaced. The installer, Champion, also informed me on 6/13/25 that the damaged uprights would be replaced & they would provide a new skimmer because mine was damaged when they returned on 6/16/225. They have not returned to fix the issues or called.

   

   

   

   

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

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

  Business Response

  Date: 06/18/2025

  I am not sure what this is about. We spoke to the customer and had the pool repaired. The customer agreed to this and the TWO damaged uprights are being replace TODAY and the skimmer put on TODAY.

  I am having the installer call her directly. I called the customer at ************ this morning and they did not answer

   

   

   

  Customer Answer

  Date: 06/23/2025

  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:06/02/2025

  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.

  Bought a pool. Immediately after installation the pool leaked. A technician was sent out a week later. One week after the leak was repaired a second leak began in the same spot even worse then the first. We have had we have spent hours after hours on the phone trying to have a technician sent out again. Someone was sent 3 days later and said they could not fix the whole problem. Today we are now told they do not have a technician available right away, it may be sometime this week. Our pool hasnt ran now for one week. We found the return policy on the website where it says 60 day money back guarantee. They are telling us they will not honor that, because its not in the box. Even though that is not stated in their website. They are admitting the leak should have been fixed the first and second time, and it was not.

  Business Response

  Date: 06/02/2025

  Good Morning,

   

  we have received this BBB issue and have spoken to the customer. The customer is 100% correct that the leak was caused by our tech.

  We have spoken to the customer this morning and have a resolve in place for the errors.

  1. The installer will be going to the home today 6/2/25 within 1 hour and will swap the cracked return out and reattached the filter hose for the filter. The customer gave the OK to have this done and have drained their pool already below the return.

  2. We are processing a $850.00 CHECK return for the issues the customer has gone through. This check will be processed over the next ***** Business days and will be mailed directly to the customer home address. The refund number is ******

  Please contact this customer to confirm the details and please close out this case.

   

  Thank You

   

   

   

• Initial Complaint

  Date:05/30/2025

  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.

  I purchased a pool liner on 5-4-2023 from Island Recreational. It took forever to get it installed and the communication was lacking to say the least. In the summer of 2024 when I opened the pool for the season the liner was coming off, I filed a complaint and they came to fix it, a few months after they put the liner back there was a burst on the seam at the same spot where the tech had fixed the pool. I filed a claim form as it was still under the warranty, I followed the guidelines and sent in pictures and they never followed up. When I called the store they said there was nothing they could do as the claim department was separate from the store. They told me I just had to wait for the response to the claim form. I paid thousands of dollars for this pool liner and Im disgusted at the customer service at **********************. I want the liner replaced as a rip at the seams will deteriorate the liner at a faster rate and its will just keep getting worse. Under the claim guidelines pool liners that have a rip on the seam are covered under the warranty. This has gone on for so long that it is now out of warranty and it makes me mad that they drag it out for so long.

  Business Response

  Date: 05/30/2025

  Hello,

  This morning we spoke to **** ******** and discussed the issue she is having with the liner.

  We have agreed to swap out at liner at NO charge to the customer.

  The customer will received a new liner via order # 2-7-22. This will be sent to to the customer via ***** within ***** days.

  The service date is scheduled for 9-12-25 via service order 5-3-1137.

  The customer must have the pool drained of ALL water and will be reimbursed the water per the gallons in the swimming pool.

  Please contact the customer to confirm the details and please close this case

   

   

   

• 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.

  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

  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

  Customer Answer

  Date: 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

  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