Complaints

• Initial Complaint

  02/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  02/01/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  02/13/2025

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

  

  Business response

  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

  01/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  11/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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.

*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. ↩