ComplaintsforThe Great Escape

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2023 I bought a hot tub from the great escape in ******, **. A few months later on 10/14/23 via telephone I reported a crack to the sales person ***. That day I sent him pictures via text. He said wed get a call from a repair person. No one came or called till May 2024. During which time I had called customer service several times to get this resolved. On May ******* we had an appointment with technician *****. He claims to his company he came to see the hot tub but never did. He called and asked for pictures which we sent and said there was no point to come out since it was not repairable. He said to expect a call from someone to come for the hot tub. After months of no answer again from them we went to the store to talked to *** who got us in contact with the owner **** ****** on 7:18/24. He too said it would be replaced. A seperate great escape repair technician came out to take pictures and look and also said this was non repairable. After months of going back and forth he claims it is now repairable. I declined to have it repaired and am questioning why he changed its position after so long. Im wondering why they are stalling, Do they want the warranty to lapse? Is it racism? I dont know but extreme negligence for sure!

  

  Business response

  09/23/2024

  We're sorry that the ********** feel as though they've received poor service.  I know that they claim to have reported a claim in October of 2023 however our records show 3 work orders (attached)  with the following dates:
  
  
  5/22/24-SB5770-Send technician to assess acrylic damage as well as damage to the plumbing.
  8/9/24-SB8059-Manufacturer is requiring more pictures of the acrylic damage
  8/19/24-SB8303-Called customer to schedule the acrylic repair
  
  
  We don't have a record of a call into the service department from October of 2023.  Had the service department been informed of the acrylic issue, the process would have been consistent.  Each and every manufacturer will attempt to repair an issue before they issue a replacement.  That is part of the warranty.  Here is the exact warranty language:
  
  
  "Usually, problems associated with material and workmanship can and will be repaired."
  
  
  The customer refused to allow us to send a certified acrylic contractor to fix the spa.
  I think that there is some confusion or misunderstanding regarding the replacement that I'd like to clear up.  When issues like this happen, as the agent for the warranty, we can and always do advocate for our customers, and we request a replacement.  However, that is only a request.  The manufacturer will then decide between replacing the item or attempting to repair the item.  They instructed us to repair the item.
  
  
  Again, we're sorry for the confusion and the alleged delays.  Moving forward is now up to the customer.
  
  

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5/24/24, I purchased a patio dining set from the Great Escape at the ********* location. I have found that the furniture is defective. Specifically, the table. It has imperfections that i would describe as bumps throughout the planks of wood. (So if i were to place a glass of wine on the table, it would not stand straight) I have worked with my salesman regarding this issue and he has sent 2 more tables to replace the original defective table. (It takes 3 weeks for the delivery of a new table and I have to be home for a 4 hour delivery window) The second table was exactly like the first so I refused delivery. Third table was delivered without the bumps but has a noticeable discoloration all over the top. I accepted it only because it is functional but still defective. I have noticed that some of the chairs have the bumpy defect but I am more concerned with the functionality of the table. For the price I paid I expected better quality.

  

  Business response

  08/19/2024

  Each piece of patio furniture made from recycled plastics is one of a kind.  Because the manufacturer uses a variety of recycled materials, slight variations in color, texture, and finish naturally occur during the production process.  These unique differences give each piece its own character, ensuring that no two items are exactly alike.  The same product is available at all of our retail stores with the same manufacturer characteristics.
  We are working with the manufacturer to see what, if anything, can be done from this point.
  
  

  Customer response

  08/19/2024

   
  Complaint: 22152830
  
  I am rejecting this response because:
  In response to the explanation provided by The Great Escape, I feel its important to note that, at the time of purchase, we were not informed about the possible imperfections that would appear on the table. The defects which are evident in the pictures submitted in my original complaint were not disclosed to us beforehand. We were not advised that every board would or even could have noticeable lumps, which then required us to use a cutting board to avoid spills on our guests. I am committed to working with great escape to receive a quality table. However, I am now facing my fourth delivery, and each time I am required to be home for a four hour window, which disrupts my other commitments. Given the significant investment made in this table, I expect a higher level of quality and service. 
  Sincerely,
  
  *************************

  

  Business response

  08/26/2024

  After consideration and discussions with the manufacturer, we have decided to pick up the patio set and issue a full refund.  This process will be completed this week.

  Customer response

  08/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase Mighty steps on 7/27/2024 from The Great Escape in Gurnee, Illinois. While assembling the step according to the directions, we had difficulty keeping them together ( please note: there are no screws, its all snap in. There are screws on the handles). Finally we were able to assemble them and get them in the pool. Upon using the steps I noticed that they were very flimsy and wobbly. The description on the website said can hold up to 400lbs. I feel that this is incorrect. I could feel the steps flex beneath the my feet. After using the step that afternoon I also noticed that they had popped out and had to be put back together. This happened twice in the same day. I feel these steps are dangerous and should not be on the market. They should not come apart so easily. I contacted TGE in ****** and was told that I could not return them because I had opened and assemble them. Not sure how I would have known there was a problem unless I did that. Any help would be appreciated. Thank you.

  

  Business response

  08/14/2024

  We are sorry that the customer has had issues with the Mighty Step.  We sell hundreds of them and have sold them successfully for years so we're not sure where exactly this went awry.
  In any event, the store is going to reach out to the customer to offer an exchange (since the product is out of its original packaging) or perhaps a refund which is up to the store manager's approval.
  
  

  Customer response

  08/19/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a large umbrella with store installation on 6/22/24 with an install date of 6/26/24. Within a day of being installed the umbrella had fallen over on a day with very minimal wind. After contacting the store they said I must have had a defective product and they would replace it as soon as possible. About a month later on 7/24/24 they installed the replacement product and on 7/27/24 it fell over again, this time nearly missing my wife and our week old child. At this point I decided to open the base of the umbrella as it did not feel like it had the right about of weight installed. The company had only put 79lbs of sand instead of the recommended 200lbs (that I also paid for). The company has been entirely unapologetic and refuses to have a manager contact me. My wife and I wanted a shade solution for our backyard so we had a place to sit with our child after she was born. I've now wasted 2+ months of my time and countless phone calls with this company and still do not have an acceptable resolution. We're lucky there was no major injuries and/or property damage but others could very much be at risk. The level of negligence displayed by this company is completely unacceptable. I've included pictures but please feel reach out to me if you require any additional information.

  

  Business response

  08/05/2024

  We're sorry for any delays that *** have arisen as a result on inadequate sand being used at the time of installation.

  According to our records, we had a technician team out at the customer's house on 8/1/2024 to completely fill the base with sand to provide adequate weight to stabilize the umbrella (picture attached).

  Please advise if there are any other outstanding issues so that we can address them properly.

   

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May 2023 purchased a pool liner from great escape. Professionals installed it. Thru the summer the pool water get low so I would fill it thinking the heat was absorbed the water. Upon closing the pool maybe 5 months after was getting lower and lower. The installers came and checked and said everything was good but it was still leaking call great escape and reported that the liner is leaking. They said we'll unless u can find the leak we can't do anything about it this was only 6 to 7 months old. Because if the leak we couldn't close our pool properly. It is now may/June and still the installers say they have tried to tell great escape that the liner was defected and need to replace it. The manager say he can't cause we can't find the leak so it's our fault. It's not our fault the installers said there probably a default in it. I am tired of getting the run around from great manager and I want it replaced at no cost from us and it needs to done ASAP.

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are writing seeking restitution on the purchase and installation of our 27, 54 Quantum w/Panel ABS Wide Mouth TW Skimmer-PRL and 27 30/54 Unibead Lacoste. My husband and I purchased our new pool from *************************, General Manager, on January 20, 2024. On March 20, 2024, ************ Pools conducted their site visit and we agreed to pay them to prepare the base and area. Between March 20 and the installation date, we had nothing but heartache and headaches. I have saved the phone calls, voice messages and text messages from *****, Sundown and *****, Great Escape. The installers told us we had to cut ten inches from the circumference of the deck before they could install because the new pool itself may be larger than 27 due to the manufacturer. Rather than wait for my husband, a *********, to take care of the modification while they were there they left and said would return the next day. No show afterwards.When they returned, the pool was not centered leaving a 10 to 12 gap on more than half of the circumference. A significant hazard for our grandchildren and pets who cannot use the pool until the deck is repaired. Additionally, without centering the pool we now have an eight-to-ten-inch rut around half of the pool as well. I also texted ***** and asked for literature and warranty information since we did not receive any literature. His response The liner as a 20-year warranty against seem to lamination only not tears or holes. Your pool has a 40-year warranty on it, which covers manufacturer defects. The invoice that I provide you is your detailed warranty for the pool purchase that you made. Our invoice has no such information.We have incurred costs exceeding $3,000 to repair the issues, $2500 to purchase lumber and hardware to rebuild the deck boards and includes 18 bags of dirt and sand to fill in under the deck due to the misalignment of the pool. The job was paid in full, we are seeking reimbursement.

  

  Business response

  06/25/2024

  We're sorry about the issues that the ********** are having regarding the installation of their swimming pool.  
  
  
  There was a complete and thorough site survey done prior to the installation of the pool.  The store manager and the contractor told the customer that the existing deck needed modifications as it's very hard to reinstall a pool around an existing deck. 
  
  
  In regards to the delays in the installation, we're subject to weather, especially when dealing with a replacement pool due to the fact that the ground is already excavated. 
  
  
  On the date of installation, there needed to be more of the deck cut back due to the size of the top rail of the new pool that the customers did themselves instead of their *********.  They do in fact have a gap between the deck and the rail and were informed ahead of time, both verbally and in writing, that they would have to modify the deck to fit the pool rather than the pool fitting to the deck as the pool only comes one way and can't be modified like a deck can be.
  
  
  
  There is nothing wrong with the product or the installation.  The remedy, in order to close the gap between the deck and the pool, is to alter the deck.
  Again, we're truly sorry that this situation exists but we feel as though the customer was more than adequately informed during the sales process and during the pre-installation on site survey.
  

  Customer response

  06/26/2024

   
  Complaint: 21858691
  
  I am rejecting this response for two significant reasons.  Their installer directed us to cut 10" from our deck to make the new pool fit, before he would come back.  We could have cut 4" at best and would have been fine, the pool would have been centered and no gap in the deck.  Because the installer was impatient and provided incorrect information it resulted in us filling in the dirt/sand below the deck because the pool wasn't centered and we had to repair one half of the deck because again, the 10" directive to modify the deck was wrong causing potential injuries for pets and family.  We trusted Great Escape.  This should have been an exciting and fun time for our family and instead it was a costly disappointment.  Buyer beware!!

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

  

  Business response

  06/27/2024

  We understand the frustration with the gap between the deck and the new pool.  Unfortunately, it's the only way to install a new pool that has an existing deck.  There will always be a gap due to the fact that the installers need space to work around the perimeter of the pool.  Virtually every pool replacement results in deck alterations in order for the finished product to meet the preconceived visions of the customer.  We don't believe that impatience was a factor as the contractor chose to move on to another job until the deck work was completed.

  
  

  Customer response

  07/01/2024

   
  Complaint: 21858691
  
  I am rejecting this response because there was absolutely no need to cut the deck that much.  The installer messed up in his directive and is not owning his mistake.  If you enlarge the photos you can see the gap, where the other side was against the deck.  They told us to cut larger than needed and did not center.  Sundown or Great Escape should own their error and at least cover costs of materials.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new pool kit from this business on 04/20/2024 in the amount of $7,000.50. It was delivered roughly one week later. I was receive all parts on my invoice EXCEPT for the winter cover for which they provided a future date for picking up in store (September, before winter). This wasn't the case - I wasn't supplied a safety ladder to enter the pool.Upon setting up the pool per the instructions, the oval structure was sound. Upon setting up the provided and "upgraded" filtration system I was met with excessive leaks at almost every fitting resulting in a call to the store where they instructed "Even though the instructions don't call for it, you can only get these sealed with caulk. All of our techs use a clear outdoor sealant to get these sealed properly". Not wanting to disregard the User Manual of the pump, I tried multiple versions of Teflon tape to get it to seal before finally trying their "tried and true" method, that technically voids the warranty of the pump. It continued to leak. Upon further inspection, the valve was a failed part.I asked for a replacement - they oblige. The replacement pump is in the wrong orientation forcing me to due unwarranted work and it is supplied with another failed valve.I return again, an hour from my home, and open multiple replacement parts from their shelves - they're ALL FAILING IN THE SAME WAY. It is a defective part, which they shrug off and ignore, supplying my with an option that doesn't have this failed valve.I get back home and install these parts, only to find that the sidewall seal is now also leaking AND all of these new components are still leaking.I seek a complete refund and to have the faulty pool responsibly drained and removed from my property. I do not want this cheap liability around my house or family. They have consistently shown a careless attitude to the issues and the product isn't worth the price or hassle.

  

  Business response

  06/07/2024

  We are sorry to hear about the issues that ******************** is having but our records don't contain a ***************************** or that phone number.
  Can they please provide another name or number that we can research? 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot tub from The Great Escape on 5/16/2021. I called the Great Escape to request service under warranty for this hot tub on March 19,2024. My initial conversation with the service provider was not satisfactory. I called the store to share my concern and was told I had to work with them because that was my only option for warranty work. The service technician came out on March 22 to diagnose the issue. The tech told me my breaker was bad and there were leaks within the cabinet that need to be replaced. I paid for electricians to come out to my location out of my own pocket to replace the breaker. That wasn't an issue, the hot tub still doesn't work.I called the Great Escape on April 9 to explain the issue, advise to them that I had not heard from their service provider, and advise that I just had my breaker replaced at a $700 cost to myself, and that was not the problem.I have been in contact with the Great Escape for assistance since on : 4/16, 4/18, 4/19, 4/22, and 4/24. I have been in contact with the service provider on 3/20, and 3/27.I have been told by the Great Escape to reach out to the warranty company. I've been told by the warranty company, the Great Escape customer service, and manufacturer that the warranty has to be worked through the Great Escape local store.It is now 4/25. I've paid an electrician for unnecessary cost. I do not have an accurate diagnosis of the issue. No parts have been replaced or fixed. The store won't confirm what's covered by warranty.The Great Escape is not honoring the warranty work or providing the service as contracted through the original sales agreement nor are they trying to help. I need help to get a solution please.At this time, I would request a diagnostic of what is wrong, and for that to be covered as if the proper level of service had been provided under warranty on 3/19. If they can't provide service for the product that they sold to me, I'll accept a replacement or refund. Thanks

  

  Business response

  05/02/2024

  We're certainly sorry about the issues with the hot tub.  Sometimes troubleshooting has several steps to it, especially when a tripping breaker is involved.
  
  
  *************************** called in approximately 4 weeks ago because her spa was tripping the breaker. Our tech went out and determined that it was her electrical breaker and not the spa that was causing the spa to trip. (He disconnected everything from the board and the spa still tripped) She had an electrician come out and that did not solve the issue. After switching the spa back on it is still tripping.   Under the circumstances, though this is frustrating and a nuisance, it's standard troubleshooting for the industry.  He is currently unable to diagnose what specifically is causing the spa to trip when the tripping is happening independently of anything connected to the board. 
  
  
  Our technician has a very good track record for excellent service and we always strive for 100% satisfaction.  He has another call scheduled for this week or next to try to see if he can find out what the major issue is. In addition, she needs to have a few jets and a waterfall replaced which he planned to order once her tripping issue was resolved.  
  
  
  
  We certainly can appreciate the frustration and we're still following standard procedures for the possible repairs.
  
  

  Customer response

  05/03/2024

   
  Complaint: 21627848
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business response

  05/16/2024

  We appreciate your patience as we continue to work on your repair.  We are doing our best to ensure everything is fixed properly and in a timely manner.  We are currently waiting on the necessary parts to complete the repair of your hot tub.  Rest assured, as soon as they arrive, we'll swiftly proceed with the repair process and have your hot tub up and running.

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a pool with the company in March 2019. As of now the pool is developing rust on the sides. Also, I have one of the upright poles is not secure to the pool. So it wasnt installed properly. I was told that this was not an issue for the pull itself. I have pictures if need be.

  

  Business response

  03/18/2024

  *********************** complaint apparently was prior to all of the arrangements that the Regional Manager and the store had finalized.
  
  
  The customer informed us that she has already notified the BBB as well.  Can you please confirm that the chronology is accurate?
  
  
  Thank you in advance for your assistance with this matter.

  Customer response

  03/19/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot tub less than a year its leaking the great escape in south end has been out at least 6 times to try to fix it and they are not able to and will not exchange it and will not call me I contacted bullfrog spa and they will not contact me to try to get this fixed its been about 4 months now

  

  Business response

  01/02/2024

  Were sorry about the issues with the hot tub and the challenges in finding the leak. We have followed the manufacturers warranty procedures. We have anothwr service call scheduled for Wednesday, December 28th in hopes of getting this resolved. 

*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. ↩