Complaints

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

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  The Great Escape

  300 W Armory Dr South Holland, IL 60473-2820

  
• 

  The Great Escape

  3220 Chicagoland Circle Joliet, IL 60431-1107

• 

  The Great Escape

  7238 W 87th St Bridgeview, IL 60455-1822

• 

  The Great Escape

  PO Box 178372 San Diego, CA 92177

• 

  The Great Escape

  38101 Chester Rd Avon, OH 44011-1087

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:06/25/2025

  Type:Product 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 am submitting this complaint to formally report an extremely disappointing and unprofessional experience I had with The Great Escape after purchasing a pool from one of their retail locations.Shortly after my purchase, I returned to the store with a few reasonable questions regarding the product. I was met with behavior that can only be described as dismissive, belittling, and borderline harassing. Rather than assisting me as a customer, the staff was rude, condescending, and unwilling to engage respectfully. I found their attitude not only unhelpful but also completely unprofessional.Despite expressing my concerns, there was no meaningful acknowledgment or effort from the staff or the company to address the situation. As a result, I chose to cancel my purchase. This experience left me feeling incredibly dissatisfied and disrespected as a customer.I am requesting the immediate return of my $300 deposit, which remains unrefunded as of the date of this complaint. Additionally, I would appreciate a formal apology from the company acknowledging the unacceptable treatment I received.This is no way to treat paying customers, and I feel it is important to bring this to the attention of the BBB so that others are made aware of the poor customer service culture I encountered. I will be taking my business elsewhere and will not be recommending The Great Escape to others based on this experience.

  

  Business Response

  Date: 06/30/2025

  Thank you for bringing this to our attention.  We sincerely apologize for the experience that you described and regret that we did not meet your expectations and we lost the opportunity to do business with you.
  Providing respectful and attentive service is very important to us and we take your concerns seriously.  
  A full refund has been processed and credited back to the original credit card used during the transaction.
  If there is something that we can do to help restore your faith and confidence in our service, please let us know.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23518297
  
  I am rejecting this response because: Thank you for taking the time to respond to my complaint. However, I must respectfully reject your response as it fails to adequately address the issues I experienced.
  I was treated with blatant disrespect, belittled, and ignored by multiple staff members after I made a significant purchase. My questions were met with condescension and hostility, creating a hostile environment that no customer should have to endure. The lack of professionalism and empathy from your team was unacceptable and ultimately led to my decision to cancel the purchase.
  While I appreciate any refund that may be processed, I believe this does not fully compensate for the stress, inconvenience, and disappointing service I received. I am requesting an in-store credit as a gesture of goodwill and acknowledgment of the unacceptable experience I had. This credit would reflect a genuine effort to make amends and restore trust.
  I hope your company takes this opportunity to improve customer service practices and ensures that no other customer has to endure a similar experience. I look forward to a resolution that reflects accountability and integrity.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/08/2025

  As an act of goodwill, we would like to extend a credit to ***** ****** in the amount of $250 if she would like to reinstate her pool purchase offer (contingent on inventory availability).
  Please let us  know and we'll act accordingly.
  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23518297
  
  I am rejecting this response because: Thank you for your response. However, I must respectfully reject the companys offer to limit the credit only toward the purchase of a pool.
  Due to the unprofessional and discourteous treatment I received from your staff, I felt compelled to cancel my original order and purchase a pool from another company. The experience was frustrating and disappointing, and I no longer wish to conduct business with your company for a pool purchase.
  That said, I am still requesting the offered credit to be honoredbut applied toward pool accessories instead. This would be a reasonable and fair resolution considering the circumstances, as I am now unable to use the credit for its originally intended purpose due to your team's conduct.
  I hope the company will do the right thing and allow this credit to be used in a more flexible and customer-centered manner.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/09/2025

  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.

  We purchased a Pool from the Great Escape and it was installed on May 30. The installer, A&R pools out of ******, came and installed the pool and I paid them. After they left later that night we realized our deck was unstable and upon further investigation and getting flashlights under our pool deck, we realized that we were missing 2 support posts. We later found those in our backfill. I immediately reached out to the installer as well as the Great Escape and after several emails back-and-forth no solution/support was given. If we knew the support posts had fallen out we would've stopped installation fix the support post and then had the team come back to put in the pool. Now our pool, which is dug into the ground blocks all access to the repair with more significant cost on our end. we are looking at a $5500 repair to make this right. The cost of that would've been half less if it was done prior to the pool being put up. Very disappointed that the two businesses did not back their work or that the installer was not upfront, and the only reason I signed off was because based on what I saw, it looked good, but that was hidden, and it was withheld information from us.

  

  Business Response

  Date: 06/11/2025

  Thank you for bringing your concerns to our attention.  We understand how frustrating it can be to deal with unexpected issues during a home improvement project designed for family fun.  
  
  
  Regarding the matter of the deck supports, we want to clarify that during the pool installation process,  A&R pools follow industry standard practices for excavation.  Unfortunately, due to the close proximity of the deck to the dig site, a couple of the deck supports were inadvertently dislodged.  This is not an uncommon occurrence in projects like this.
  
  
  A&R's paperwork, which was reviewed and signed prior to the start of the project, includes clear language stating that they cannot be held responsible for damage to existing driveways, lawns, shrubs, decks, etc..  This is a very standard provision meant to account for the inherent risks involved in excavation work.
  
  
  As to the question of notifying the customer, A&R believes there was a verbal exchange and a text message exchange but they don't have proof of that at this time.
  
  
  While we stand by the terms of the agreement and the care that A&R exercised during the installation, we do regret and stress or inconvenience this may have caused.  We are always open to discussing concerns with our customers and exploring potential solutions where reasonable.  If there is anything further we can do to help clarify the situation or assist in the next steps, we would be happy to speak with you directly.

• Initial Complaint

  Date:05/14/2025

  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.

  In October 2024, my husband and I purchased a pool from The Great Escape for over $10,000. We were very clear during the purchasing process that we needed an electric heater, as our home does not have a gas line. The salesperson confirmed this and even discussed with us how to set it up using a 240v connection. However, upon delivery, we discovered that they had sold us a gas heater instead.When we contacted the store about this issue, we were told we would need to pay an additional $800 for the correct heatereven though our pool had already been paid in full for months. This was the first of many issues.Scheduling the installation was an ongoing struggle. We had to call repeatedly to get on the calendar and received no return calls until I escalated the issue by calling the store manager directly. Once we received a response, we were told that they had tried to reach us which is completely false, as neither my husband nor I received any missed calls or voicemails.On the day of installation, the installers arrived several hours late. When they left, they left behind a mess and did not properly install the pool. Their improper installation caused our yard to flood. In addition, several components were either missing or not installed at all. I found bolts and pieces scattered in the mud. When I called the store to report the issue, I spoke with a very rude employee who ultimately hung up on me.This forced me to drive to the store in person, just to get some form of support and stop the flooding. The only solution weve received to date was to put a sock in the filterwhich is entirely *************** of today, we still have not heard back from the installers regarding when they will return to properly complete the installation. This entire experience has cost us hours of our time and undue stress. What was supposed to be a hassle-free purchase has been a nightmare from start to finish.

  

  Business Response

  Date: 05/15/2025

  Thank you for bringing this matter to our attention:
  We understand that the customer has a genuine concern regarding the completion of their project.  It's not only our intention to get it completed but we have it scheduled for today (May 15, 2025) weather permitting.  We remain committed to this timeline with the exception of factors beyond our control (i.e. weather, wet ground, etc.).
  
  
  Furthermore, we apologize for any frustration this may have caused and appreciate your patience moving forward. Our team has been in communication with the customer and is prepared to finalize the agreed upon work as scheduled.
  
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23327803
  
  I am rejecting this response because: They did not show up! 

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

  

  Business Response

  Date: 05/16/2025

  The installers did show up and finished adding the missing pieces for their sand filter. They also put the sand in the filter tank. I was leaving the customers home when the installer called me saying he was there. I spoke to the husband a few times yesterday and also went to their home to give the installers everything they needed. I also made a second trip to ********** to meet  **** **** said he was going to hard pipe everything when he gets back from vacation but circulate the pool for the time being.  He seemed satisfied at that time.
  
  
  We also received an email from ******* **** (see below):  Please notify us if there is anything to the contrary.
  
  
  Hi again, 
  
  
  I just wanted to say thank you to **** for running the parts over and ensuring the installers were still coming to complete the job. We appreciate it.
  
  
  ******* Ward 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23327803
  
  I am rejecting this response because: we still have not received all parts we paid for. Still missing the robot vacuum we were never provided. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/23/2025

  We offered the customer an upgraded cleaner at no additional cost, as well as complementary delivery to his residence.  The customer declined delivery and opted to pick up the cleaner himself.

  Customer Answer

  Date: 05/27/2025

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

• Initial Complaint

  Date:02/12/2025

  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.

  We purchased a brand new hot tub from great escape on 9/24/2024. Hot tub was $8699.00 with ****** worth of chemicals etc for start up and ****** for a 6 year extended warranty. The hot tub was delivered on October 4th. We filled the hot tub on the 4th and went to use it on the 5th. At that time we discovered none of the lights worked nor the speakers. We have contacted Great Escape in *********** along with corporate and to this date nothing has been fixed or resolved. There are rusted screws and the boards that provide support inside the hot tub are inside our garage because they fell off and have not been replaced. We started asking for a refund 2 weeks after purchase and were told that wasnt possible. We have continued to ask for a refund and they continue to tell us no. We have record of multiple phone calls and text messages made to Great Escape by us with no return correspondence from them. There have been multiple times we have been told the parts have been ordered and are on the way and the service man schedules a date to come to fix the hot tub then doesnt show up with no communication or rescheduling. He did show up one time to replace the front panel however it has no locks on it to lock down the cover like the previous one had. We have been offered $500 for the distress this situation has caused by corporate. We would like to get this resolved but have considered obtaining a lawyer. We have a 6 year extended warranty but have no faith anything will be fixed. This was a supposed brand new hot tub that should not have had these issues. Rusted screws? The one time their service man did come to look at hot tub he said we were sold a t*** If you can do anything to help resolve this issue we would greatly appreciate it. Thank you.

  

  Business Response

  Date: 02/14/2025

  Due to the winter weather, it has taken a little longer than expected to resolve this issue.  We are currently working with our store manager and spa technician to get this taken care of as soon as possible.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22933303
  
  I am rejecting this response because:
  The weather has had nothing to do with the hot tub not being fixed. We have been lied to, passed back and forth from one manager to the next with no resolution to the problem. The service man has no called no showed more times then he has shown up and one of the two times he did show up he told us we were sold a dud of a tub. The screws are rusted, the inside of the tub fallen apart, lights didnt work and the speakers dont work. There is no way this tub was brand new. We have no faith in the company to repair any issues moving forward but one would expect if they were sold a new hot tub they wouldnt need repairs for a year or two not the day after it was dropped in our back yard. We have been addressing this issue since the day after it was delivered to our house. It was delivered on October 4th and October 5th we were on the phone attempting to get it fixed. And we all know the weather was nice in October. We purchased a 6 year extended warranty on the tub, which appears to be useless for us and beneficial to the company who doesnt live up to their contract One manager, ****, gave my wife his number and told her to call him with any questions/concerns and then blocked her number. We have no faith in this company and it makes me wonder how many other customers they are doing this to. We have recorded all conversations and phone calls made with no return calls as well as all promises made and service calls scheduled with no shows or call backs to communicate situation. I believe our next step is an attorney and court unfortunately. 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/21/2025

  As a company with 45 years of experience, we are fully qualified to address any technical issues in the field.  We understand that the delay in getting your sound system and lights operational is frustrating and we sincerely apologize for the inconvenience.   However, we want to assure you that your hot tub is heating and providing therapy.
  Last week, extreme cold temperatures required us to reschedule all spa-related service calls.  Additionally, the wrong speakers were initially sent by the manufacturer, but we were able to fix the lights.  We ordered the correct speakers and once they arrive and weather conditions allow, we will return to complete the replacement.  As a reminder, we provided a $250 store credit for these inconveniences and $50 has already been applied, leaving you with a balance of $200 to use at your convenience.

• Initial Complaint

  Date:02/01/2025

  Type:Sales and Advertising 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 bought an above ground swimming pool in 2020 and now the entire outside wall of the pool is corroded and rusting. I believe that we had a ***** year warranty. I called the store and the sales *** refused to hear me out (***********, Il) and I offered to email him the photos and he said no you need to bring them in an d purchase a new pool. I said well can I email them and he said no. This should not be happening to a pool that is less than 5 years old and we barely used it. We are looking to have the panels and the lining ***laced

  

  Business Response

  Date: 02/04/2025

  We're very sorry that you're experiencing issues with your swimming pool.  We have a great management team in place and our store manager will be reaching out to you soon.
  We will follow up with all parties to discuss the issue and find a solution.
  
  

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22887893
  
  I am rejecting this response because: I have not received a resolution from the company. 
  
  Sincerely,
  
  M *****

  

  Business Response

  Date: 02/14/2025

  Our store manager is currently in touch with the manufacturer regarding the warranty.  Sometimes this process can take a little time as we work through their requirements, but please know that we are actively following up to get it resolved as soon as possible.  

  
  

• Initial Complaint

  Date:01/01/2025

  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.

  I purchased a Sundance Cameo Spa on June 17, 2024 from The Great Escape Bloomington store. The spa arrived damaged on July 25, 2024. I called the store immediately and told them about the damage. I texted pictures of the damage to them. *** *********** told me that he would order three new side panels & three corners. I call many times on 10/18/24, 10/28/24, 11/18/24 and finally stopped at store in person on 12/09/24. Was given excuses or told someone from service ***** would call me. No one ever called me. Was given number to Regional Manager, **** ******, called him on 12/12/24, **** said that someone would come the following day, Dec. 13, 2024 to replace the side panels and corners. Guess what? No one came to fix the hot tub on 12/13/24. I called **** ****** on 12/17/24 and asked for **** but he was not there. So, I called back on 12/18/24 and was told **** was on another line, so I left a message for him to call me back and let them know that no one came to fix the hot tub on 12/13/24, like he promised was going happen. As of today, Jan. 1, 2025, **** still has not returned my calls or fixed my hot tub. I have been waiting over 5 months now to get the hot tub fixed. It only took five and a half weeks to get the new hot tub delivered. At this point I am fed up with being lied to, being dismissed, given excuses and no one returning my calls. I paid alot of money for this hot tub and was told by *** *********** that they would replace the three side panels and three corners that were damaged when it was delivered. Then **** ****** said it would be fixed on Dec. 13, 2024. No one came to fix it. Had I known that it would be such a nightmare to get it fixed, I would have had the delivery people load it back on their trailer and take it back to the store.

  

  Business Response

  Date: 01/02/2025

  We are working on replacing the panels with the customer.  We have attempted to come out on several occasions, but the customer wants to be home for the service call and this makes scheduling more difficult.  The hot tub is fully functional and we have offered the customer a store credit for the inconvenience.
  
  

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22753861
  
  I am rejecting this response because: That is not true, they have only set up one time to come out to fix it. Then they did not even show up to fix it on Dec. 13, 2024. I've called or stopped by eight times in the last five months to get my damaged hot tub fixed. No one is calling me back or coming out to fix it. They did offer a $200 store credit for my inconvenience. I don't want a store credit because I will never purchase anything at this store again. I paid $14,571.40 for a brand new hot tub and I ended up with a damaged hot tub and I've been waiting for over five months now for them to fix it. I want a full refund.

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

  

  Business Response

  Date: 01/08/2025

  According to our records, the customer's husband told us about a month ago that they will let us know when they are ready to have the work done. We have been waiting for them to set up an appointment. Naturally, the weather makes this time of year a little bit more difficult but we're awaiting their call so that we can set up a time to do a full inspection to see the extent of the issues and see what needs to be done to rectify the situation.
  
  

• Initial Complaint

  Date:11/29/2024

  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 bought Jacuzzi hot tub model 355 on July 29, 2020, from The Great Escape store in ***********, Illinois. It was manufactured November 4, 2020, delivered December 31, 2020, almost half a year after the order. Its serial number was *******************. It was installed on April 6, 2021. It was registered with ******* for warranty purposes. In April 2023, it stopped working, it was tripping the breaker, had some electrical short inside. After a while, technician from Great Escape: ****** ***** came to our house, replaced a small plastic part, and the tripping stopped. However, the hot tub would not hold water, it was leaking. We were then told that repair for a leak was not covered by warranty. We were told by manager, *** ***********, that we would get a letter explaining why the repair was not covered by warranty. We never received such a letter, even though we were promised to receive it at least three times. We offered to pay for repair, and were told that the ********* would contact us to schedule repair. He did not. We called many times, and every time he promised he would get back to us. Never did. We tried every possible way to get some information, calling, e-mailing, mailing. We contacted Jacuzzi corporate and on July 31, 2023, we were called by Jacuzzi Corporate and told to call local Great Escape, ask for ******* for service. We called and there is no ******* at Great Escape, we were promised to be called by ******. We were not. We contacted various managers at the store and were told by supposed main manager, who was yelling at us in the rudest way imaginable, that there would be a repair team to come to our house on September 11, 2023. We waited all day, nobody showed up. Our messages/calls were then disregarded. Our attorney sent a letter to The Great Espace, which they did not respond to. A copy of the letter is enclosed. We then tried again to contact the company in early 2024 asking about for a response to the letter, we were disregarded.

  

  Business Response

  Date: 12/09/2024

  Thank you for reaching out regarding the customer's concerns.  We value all of the relationships that we have with our customers and we address all service concerns as the clarity of warranty coverage is important.
  After reviewing this situation, the cause of the damage to the tub is freeze damage due to either improper winterization or loss of power.  Unfortunately, freeze damage is not covered under any hot tub manufacturer's warranty.  This is addressed in the actual warranty provided by the manufacturer due to the fact that freeze damage is preventable with the proper precautions..
  In addition, the assessment of the actual damage to the tub is hard to discern due to the fact that the tub is surrounded in part (or entirely) by a deck.  We offer to service all of the hot tubs that we sell as long as we have access to all four sides of the hot tub.  Providing that proper space to service a hot tub is the customer's responsibility.  If we can assist in assessing the damage, we'd be happy to do so as long as we can get to it properly and safely.
  There is no compensation or refund option under these conditions.
  
  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22618756
  
  I am rejecting this response because: The Great Escape had ample opportunity to tell me what their response is, and state so in writing, when I reported the issue to them. But they did not. They promised a written response and reason for rejection of warranty claim in writing, and they never provided one. The ignored by correspondence on the issue. They promised to repair the damage, made an appointment with me to come to my home and do the repair, and they did not show up. When I contacted corporate office of *******, that company referred me to a person at The Great Escape in *********** that did not exist (no such person works there). The Great Escape offered me only rude dismissals, and stood me up for appointments made with me. They intentionally wasted at least ten to twenty hours of my time. I do not believe any warranty service by either Jacuzzi or The Great Escape exists. All prospective customers should be forewarned that there is a real reason why this "business" is commonly called "The Great Mistake" by their victims in **********, Illinois. That this "business" has any positive rating from BBB is a shock, and it is beyond comprehension. And as my experience indicates, The Great Escape preys on senior citizens.

  Sincerely,

  ********* ***********

  

  Business Response

  Date: 12/12/2024

  In order to provide an accurate assessment of the damage to the hot tub, we require complete access which is the responsibility of the customer to provide.  We went further to help by referring our spa moving company to help create access and the customer never confirmed an appointment with them.  
  The warranty provision below is not exclusive to the ******* brand. Every hot tub manufacturer has this requirement as part of their warranty.  However, we're talking about work that isn't covered under warranty so a charge for parts and labor would have been applied in this case.
  
  
    There will be no charge for parts or labor to repair the defect, although providing access to affect the repair is your responsibility as the spa owner.    
  
  
  Thank you for your consideration.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22618756
  
  I am rejecting this response because:

  This response is non responsive at all to the matter. The Great Escape was provided full access to the Jacuzzi installed at our house. The Great Escape failed to do anything to address the issue. As indicated in my previous messages, when appointment(s) were made by me for The Great Escape to come to my house, they did not show up. In particular, the appointment made with the supposed manager for September 11, 2023, which I was absolutely promised to be kept -- nobody showed up, I called them, was promised a call from the manager, and never received one. 

  The Great Escape did not provide any response in writing to my submission of warranty claim, even though both Jacuzzi and The Great Escape promised I would get a letter. No letter came. 

  The Great Escape also received correspondence from my attorney, to which they did not respond. 

  It should be noted that this is the way this company treats senior citizens. 

  Customers should be forewarned about this "business."

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

• Initial Complaint

  Date:11/20/2024

  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.

  Had $10k pool installed. We noticed throughout the summer we were adding a lot of water. We called the Great escape, and let them know the issue. We were told there's most likely a problem with the liner and that it would be best to have it fixed under warranty the beginning of the next season. We agreed. The beginning of the next season came. The installers came out to change the liner, and noticed the bottom of the liner had a perfect slit, most likely from the previous installers using a box cutter to cut open the liner box. They installed the liner and its been fine. My problem is, we had to spend an extra $800 in water to drain pool and refill(not to mention adding throughout the summer)the pool because of installer negligence. We would like some compensation for the inconvenience and water loss.

  

  Business Response

  Date: 11/25/2024

  We're sorry to hear about this issue pertaining to the problem that you had with your liner and I'm glad that we were able to handle the replacement of the liner this past spring as planned.
  One of the provisions of our Swimming Pool Installation Agreement is that:  "The Great Escape and its subcontractor will not be responsible for water under any circumstances." as stated in #6 under General Customer Responsibilities.  This has always been our policy due to the different areas and various ways that our customers decide to fill their pools (well, city water or water truck).  
  However, as an act of goodwill, we're happy to send out a Great Escape gift card to help with some of the costs that our customer faced as a result of needing to refill their pool. 
  
  

• Initial Complaint

  Date:09/19/2024

  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.

  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

  Date: 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

  Date:08/16/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *************************