The Great Escape

Initial Business Response / [redacted] (1000, 5, 2014/06/17) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX XXXX Contact Email: [redacted] @shoptge.net The Great Escape's return policy (printed on the back side of the receipt) states that any merchandise can be returned if it is in its original condition and packageWe are happy to accept all returns based on these guidelinesThe Hayward Aqua Bug cleaner has received favorable reviews (out of Stars) on Amazon and other on-line sitesIt has been a part of The Great Escape's pool cleaner program for many yearsThe [redacted] purchased this product on 6/8/Mrs [redacted] returned on 6/15/stating that the machine did not have good suction and she would like to return itIn an effort to assure the customer that the product is functional and easy-to-use, the store personnel then showed the customer how to take the Aqua Bug apart and clean the debris from the mechanism (large debris will cause the wheel inside from turning freely and will reduce the amount of suction)Unfortunately, because the product is used and cannot be re-sold with a factory warranty, a refund cannot be honoredMr [redacted] seemed satisfied with this explanationIf we can assist the [redacted] 's in anyway please let us know Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I HAVE THE ORIGINAL RECEIPT AND IT DOES NOT STATE ANY TERMS ON THE BACKI RETURNED THE AQUA BUG IN THE ORIGINAL BOX WITH THE RECEIPTI WILL SCAN AND SEND A COPY OF MY RECEIPT ON BOTH SIDES!! ANOTHER THING THERE IS NO MR [redacted] - THAT WAS MY BROTHER AND HE DID NOT BUY THE AQUA BUG FROM YOU, I DID!! IF THE GREAT ESCAPE DOES NOT MAKE GOOD ON THIS PURCHASE, I WILL NEVER PATRONIZE YOUR STORE AGAIN AND I WILL MAKE SURE ALL MY FRIENDS AND RELATIVES ARE AWARE NOT TO PURCHASE FROM THE GREAT ESCAPE, JOLIET BECAUSE YOU DO NOT BACK UP THE PRODUCTS YOU SELL!! THAT MUST BE WHY YOU HAVE SO MANY COMPLAINTS!! [redacted] Wed, Jun 18, at 1:PM To: [redacted] ***" The Front of the Receipt - attached The back of the receipt- as you can see there are no words on it...all you can see is the printing coming through from the other side - attached If I did not feel this was an inferior product and it does not work properly, I would not waste my time trying to return it after week and useI returned the Hayward Aqua Bug in the original box with everything in the box and with my receipt Please feel free to call me, if you any other questions Thanks, [redacted] Director of Purchasing Chicago Aerosol North Street Coal City, IL XXXXX (XXX) XXX-XXXX - Direct Line (XXX) XXX-XXXX - Fax # [redacted] @chicagoaerosol.com From: Mendez, [redacted] (mailto: [redacted] @chicago.Revdex.com.org) Sent: Wednesday, June 18, XXXX XX:XX AM To: [redacted] Subject: Case #- [redacted] .vs.The Great Escape (Quoted text hidden) attachments Front of Great Escape Receipt.pdf 20K Back of Great Escape Reciept.pdf 15K Final Business Response / [redacted] (4000, 9, 2014/06/23) */ Ms [redacted] , It is not our policy to take back used pool equipmentIn order to satisfy your needs, please return the Aqua Bug, complete and in its original packaging to the Joliet Great Escape for a full refund

I am terribly sorry for the delay The manufacturer had informed us that the parts needed to correct the issue were previously shipped We have contacted them and they will be re-shipping the parts directly to [redacted] *** [redacted] informed the service department that the parts could be self-installed If this is not possible, please contact the service department to schedule

Initial Business Response / [redacted] (1000, 5, 2014/08/13) */ Contact Name and Title: [redacted] Mgr Contact Phone: XXX-XXX-XXXX # Contact Email: [redacted] @shoptge.net The Great Escape does not offer refunds for used pool equipment due to the lack of warranty used products carryThe consumer did not allow the opportunity to troubleshoot the pump before asking for a refundAlthough it is against our policy, we would like to offer the consumer a store credit in an effort to rectify the situation Consumer Response / [redacted] (3000, 12, 2014/10/23) */ 10/22/ I have heard nothing from "the Great Escape" offering any store credit - please advise how to proceed Business Response / [redacted] (4000, 14, 2014/10/23) */ Please return the pump to the Algonquin store in exchange for store credit

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ Contact Name and Title: [redacted] ***, CS Mgr Contact Phone: XXX-XXX-XXXX # [redacted] Contact Email: [redacted] @shoptge.net This is a [redacted] special order from January - [redacted] warranty is one year on fabric - [redacted] was able to convince Palliser to send the fabric as a customer courtesyCustomer is unhappy with the repair and has asked for a replacement couch or full refund [redacted] informed her that this is out of warranty with the manufacturer and she would need to file the claim with [redacted] Her first contact was May 18th and [redacted] has been in contact with the customer and [redacted] at [redacted] continuously over the past two monthsWe do not file the claim with [redacted] , the customer has to do it [redacted] will then send us a form with instructions on what to do Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never informed that there was any kind of "exception" being made for our sectional to have the problem rectifiedSeeing as the couch is only 1/years old, and we had this exact problem with the original couch that already had to be replaced, this should not be happening and it needs to be replaced or refunded Final Business Response / [redacted] (4000, 9, 2015/07/29) */ Contact Name and Title: [redacted] ***, CS Mgr Contact Phone: XXX-XXX-XXXX # [redacted] Contact Email: [redacted] @shoptge.net The manufacturer's warranty is from the original date of saleThe customer has purchased an extended warranty protection plan and should utilize this option by contacting [redacted] to begin the claim processThe extended warranty policy specifically states the customer must call for claims Final Consumer Response / [redacted] (4200, 11, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) They're not attempting to rectify the situation in any wayMy request stands

We are very sorry for the confusion Please see the store manager, Barry S*** He will be able to assist you with pricing & additional discounts

It has taken us exactly years to get a working gas fire pit that we purchased from TGE All can not be blamed on TGE, because the company they used made a bad produceBUT...the fact that there was ZERO communication from customer service, unless I called, was all on them After speaking with the Manager, the help I received was a call from the sales person who only had time for me when I called her (which while speaking with him I specifically asked that he not have said sales person call me back, because she was no help)Many hours of time wasted and much frustration have been involved-not to mention the summer of '13,'and until the end of June 'with no fire pit Most people I have talked to have had the same experience on some level I love what they offer for products, but will not be using Rockford The Great Escape for any of my future purchases

Initial Business Response / [redacted] (1000, 5, 2015/02/03) */ Contact Name and Title: [redacted] ***, CS Mgr Contact Phone: XXX-XXX-XXXX [redacted] Contact Email: [redacted] @shoptge.net Mr [redacted] states that a full refund was given for the first canceled order (not our policy)The first order was canceled prior to shipping from the manufacturer, therefore there was no restocking feeMr [redacted] also states he was saddened by the quality of the ethics of The Great Escape as it relates to disclosure of information related to the restocking fee Our refund and return policies are prominently displayed at our sales counter and read as follows: Non-Refundable Items: "No refund will be issued for special order merchandise" Restocking Fee: " A restocking fee of 15% will be applied to opened resaleable merchandise" This same information is also printed on the invoice directly above the customer's signature: "A restock fee may apply for delivered goods (See reverse side for details)" and on the reverse side "Buyer will be assessed a re-stocking fee of 15% of the purchase price for returned merchandise accepted by The Great Escape" Regarding clearance issues in the home related to the dimensions of the sauna, the customer was provided with emails clearly stating a height of 80"When a customer special orders a product, it has been our experience that the customer has already done the proper measurements in their homeSince The Great Escape does not offer any in-home services prior to special ordering the product, it is the customer's sole responsibility to measure for the placement of the productAfter receiving the special order product at our distribution center, the customer is responsible to direct our in-home installation crew with the proper placement of the product, in order to achieve the customer's complete visual satisfaction Mr [redacted] also states that The Great Escape was slow to performSpecial orders typically require 4-weeks to be ordered, shipped and received by The Great Escape's distribution centerThese parameters were met by The Great Escape and this was not an issue to Mr [redacted] at the timeIn fact, when Mr [redacted] canceled the first special order (not our policy), the clock was reset to zero The Great Escape's policy on special order product is clearly stated as "Non-refundable"This is due to the fact that product that is customized for an individual customer cannot be returned to the manufacturerThe Great Escape graciously negotiated on behalf of Mr [redacted] for the return of the special order productHowever, The Great Escape did incur costs in the process (shipping and handling fees for the original shipment, repackaging costs and shipping and handling costs for the return to the manufacturer)The Great Escape has refunded all of the total purchase price ($4,411.19) minus the 15% restocking fee ($661.68)It is The Great Escape's viewpoint that the customer was treated fairly and was fortunate to be able to return a custom, special order productIt is also our viewpoint that the $restocking fee is fair and reasonable Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The presented information is not far from reality, but is not accurate at the same timeSome details of the transaction are different or missing, that is why it is hard to agree with what [redacted] claims The core of the problem is that at the time of agreeing to this purchase and giving the credit card info to the sales agent (and not at the sales counter, but over the internet I was not informed about the policy of the company except that the charge would be non refundableNeither I was presented with any invoice where I could have read the details [redacted] put in his answerThe invoice was prepared later and still was not even mailed or emailed to me Inconsistencies are also a detrimental factor in this deal [redacted] gave a credit for the first time, but said it was not their policy, mentions about restocking fee, but in the invoice which was not mailedIn the copy of the invoice I got from my bank it state only that "the restocking fee may apply for delivered goods"It does not say how much restocking fee would be and on what occasion [redacted] claims their ethics was at high level, and not understand that one of their customers is complaining to Revdex.com about their policy Also [redacted] states that my order is a custom orderIt was notI chose one from or available for purchase on the "HELO" web site saunasIt was a bad shopping experience for me and my family, especially because [redacted] was not up to the high level of service and serving [redacted] PS: I consider extremely important for [redacted] to ichange their policy and nclude visiting homes of future clients and making necessary measurements before installing their saunasThe customer can't foresee what is comingYes, [redacted] mentioned 80" height, but who would know what were the panels [redacted] planned to put together? It is ridiculous and it still does not get it! Final Business Response / [redacted] (4000, 11, 2015/02/19) */ This was not an order placed on the internetMr [redacted] spoke to the sales associate numerous timesThere were also many email exchanges between the sales associate and Mr [redacted] A copy of the invoice was included in one of the emailsMr [redacted] made the final payment prior to delivery in the store at the sales counter where our return policy is clearly postedThe same information is printed on the copy of the receipt that was given at the time of paymentAs previously stated, The Great Escape did refund the entire purchase price (not our policy) for the first cancelation of the sauna, due only in fact, that the sauna had not shipped from the manufacturerThe second special order sauna was not only shipped from the manufacturer but delivery and installation to Mr [redacted] was attemptedThe Great Escape negotiated with the manufacturer on Mr [redacted] 's behalf to allow the return of the special order productHowever, The Great Escape did incur costs for the original shipping fees, repackaging costs and the return shipping back to the manufacturerIn regards to Mr [redacted] 's claims that this was not a special order item because it was shown on the manufacturer's website, The Great Escape defines special order product as any item that is not stocked in our store or distribution centerThese items must be special ordered direct from the manufacturer to satisfy the individual customer's desired productThe Great Escape strives for 100% complete customer satisfactionIt is extremely unfortunate that the special order sauna Mr [redacted] choose was unable to be placed in the desired location due to size constraintsHowever, The Great Escape ordered the special order item that Mr [redacted] choose, provided the dimensions to the consumer, scheduled delivery and installation per the consumer's request and attempted in every way to provide the best possible customer serviceWe are truly sorry that Mr [redacted] feels this was a bad experience but we do stand behind our 15% restocking fee as fair and reasonable [redacted] Manager/Customer Relations Universal Pool/ The Great Escape/ Chicago Home Fitness [redacted] XXXXX XXX-XXX-XXXX Ext ***

We are very sorry for the inconvenience The manufacturer sent the wrong color on the initial shipment The item was re-ordered and did in fact arrive in our warehouse yesterday We have scheduled to exchange the item on August 13th

Complaint: [redacted] I am rejecting this response because: Without truly knowing what I would be paying and I said I can't accept There are no signs in Algonquin the set we were looking at had no pricing nothing he wouldn't even allow us to order it or look at it I'm not sure which location you are from but if you go to Algonquin there was no signage and about 2-sets on the floor Theater seating had a sign that said $with no info on type of leather or any other info other than price Which was deceiving because we then found out from the sales person it was $per seat It was a white sign with $on it nowhere did it say per seat If you would like I can go and take some pictures and send it to you and show you there's no signage explaining these sets and if there are bonded or genuine leather And when I asked him he of course said it was genuine which is what happened to me the last time Sincerely, Natalie D***

Initial Business Response / [redacted] (1000, 5, 2014/02/20) */ Contact Name and Title: [redacted] -Salesman Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @shoptge.net We apologize for the dissatisfaction with our installersI have made them aware of the complaints and am sure they will correct the issuesAs far as the sand and blocks are concerned, that issue is noted specifically in our "Installation Agreement" on page 1-section 1-item 2, page 1-section-3-item 5, and page 2-item The customer initialed the agreement and was given a copyWe would appreciate the chance to earn your business again, so we'd like to offer to give you your initial stachemicals to get this year off on a better foot than last

We are very sorry for the inconvenience. The manufacturer sent the wrong color on the initial shipment. The item was re-ordered and did in fact arrive in our warehouse yesterday. We have scheduled
to exchange the item on August 13th

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
The seats have been delivered yesterday after month of waiting
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:These are all lies by the installerI never used foul language with anyoneActually the installers were drinking beer on my property and the installer owner accused me of providing it to themThe response by The Great Escape is the last email I received from themI will attach to this complaint all of the previous emails describing the entire ordealYou can see how very unprofessional everone has been during the processIts obvious Great Escape does not care about their customers and continues to use this unprofessional installer and employs unprofessional people due to their apparent friendly relationship for 35+ years according to Marc R***. I will not accept a credit to the store as I do not want to shop there any longerI have explained to Marc what I would lile them to do to resolveIt is noted in this complaint.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/02/03) */
Contact Name and Title: *** ***, CS Mgr
Contact Phone: XXX-XXX-XXXX ***
Contact Email: ***@shoptge.net
Mr*** states that a full refund was given for the first canceled order (not our policy)The first order was canceled
prior to shipping from the manufacturer, therefore there was no restocking feeMr*** also states he was saddened by the quality of the ethics of The Great Escape as it relates to disclosure of information related to the restocking fee
Our refund and return policies are prominently displayed at our sales counter and read as follows:
Non-Refundable Items: "No refund will be issued for special order merchandise"
Restocking Fee: " A restocking fee of 15% will be applied to opened resaleable merchandise"
This same information is also printed on the invoice directly above the customer's signature:
"A restock fee may apply for delivered goods (See reverse side for details)" and on the reverse side "Buyer will be assessed a re-stocking fee of 15% of the purchase price for returned merchandise accepted by The Great Escape"
Regarding clearance issues in the home related to the dimensions of the sauna, the customer was provided with emails clearly stating a height of 80"When a customer special orders a product, it has been our experience that the customer has already done the proper measurements in their homeSince The Great Escape does not offer any in-home services prior to special ordering the product, it is the customer's sole responsibility to measure for the placement of the productAfter receiving the special order product at our distribution center, the customer is responsible to direct our in-home installation crew with the proper placement of the product, in order to achieve the customer's complete visual satisfaction
Mr*** also states that The Great Escape was slow to performSpecial orders typically require 4-weeks to be ordered, shipped and received by The Great Escape's distribution centerThese parameters were met by The Great Escape and this was not an issue to Mr*** at the timeIn fact, when Mr*** canceled the first special order (not our policy), the clock was reset to zero
The Great Escape's policy on special order product is clearly stated as "Non-refundable"This is due to the fact that product that is customized for an individual customer cannot be returned to the manufacturerThe Great Escape graciously negotiated on behalf of Mr*** for the return of the special order productHowever, The Great Escape did incur costs in the process (shipping and handling fees for the original shipment, repackaging costs and shipping and handling costs for the return to the manufacturer)The Great Escape has refunded all of the total purchase price ($4,411.19) minus the 15% restocking fee ($661.68)It is The Great Escape's viewpoint that the customer was treated fairly and was fortunate to be able to return a custom, special order productIt is also our viewpoint that the $restocking fee is fair and reasonable
Initial Consumer Rebuttal /* (3000, 7, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The presented information is not far from reality, but is not accurate at the same timeSome details of the transaction are different or missing, that is why it is hard to agree with what *** claims
The core of the problem is that at the time of agreeing to this purchase and giving the credit card info to the sales agent (and not at the sales counter, but over the internet I was not informed about the policy of the company except that the charge would be non refundableNeither I was presented with any invoice where I could have read the details *** put in his answerThe invoice was prepared later and still was not even mailed or emailed to me
Inconsistencies are also a detrimental factor in this deal*** gave a credit for the first time, but said it was not their policy, mentions about restocking fee, but in the invoice which was not mailedIn the copy of the invoice I got from my bank it state only that "the restocking fee may apply for delivered goods"It does not say how much restocking fee would be and on what occasion*** claims their ethics was at high level, and not understand that one of their customers is complaining to Revdex.com about their policy
Also *** states that my order is a custom orderIt was notI chose one from or available for purchase on the "HELO" web site saunasIt was a bad shopping experience for me and my family, especially because *** was not up to the high level of service and serving*** ***
PS: I consider extremely important for *** to ichange their policy and nclude visiting homes of future clients and making necessary measurements before installing their saunasThe customer can't foresee what is comingYes, *** mentioned 80" height, but who would know what were the panels *** planned to put together? It is ridiculous and it still does not get it!
Final Business Response /* (4000, 11, 2015/02/19) */
This was not an order placed on the internetMr*** spoke to the sales associate numerous timesThere were also many email exchanges between the sales associate and Mr***A copy of the invoice was included in one of the emailsMr*** made the final payment prior to delivery in the store at the sales counter where our return policy is clearly postedThe same information is printed on the copy of the receipt that was given at the time of paymentAs previously stated, The Great Escape did refund the entire purchase price (not our policy) for the first cancelation of the sauna, due only in fact, that the sauna had not shipped from the manufacturerThe second special order sauna was not only shipped from the manufacturer but delivery and installation to Mr*** was attemptedThe Great Escape negotiated with the manufacturer on Mr***'s behalf to allow the return of the special order productHowever, The Great Escape did incur costs for the original shipping fees, repackaging costs and the return shipping back to the manufacturerIn regards to Mr***'s claims that this was not a special order item because it was shown on the manufacturer's website, The Great Escape defines special order product as any item that is not stocked in our store or distribution centerThese items must be special ordered direct from the manufacturer to satisfy the individual customer's desired productThe Great Escape strives for 100% complete customer satisfactionIt is extremely unfortunate that the special order sauna Mr*** choose was unable to be placed in the desired location due to size constraintsHowever, The Great Escape ordered the special order item that Mr*** choose, provided the dimensions to the consumer, scheduled delivery and installation per the consumer's request and attempted in every way to provide the best possible customer serviceWe are truly sorry that Mr*** feels this was a bad experience but we do stand behind our 15% restocking fee as fair and reasonable
*** ***
Manager/Customer Relations
Universal Pool/
The Great Escape/
Chicago Home Fitness
*** ** *** ***
*** *** ** XXXXX
XXX-XXX-XXXX Ext ***

Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: Michael *** Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@shoptge.net
Mr and Mrs ***,
First off let me apologize for the issues you had with the fire pit that you purchasedI am sorry for the
negative experience that you hadI spoke with your salesperson this morning and advised him to call you and make arrangements to pick up the fire pit and issue you a full refund for the purchase
I understand that with your agreement the fire pit was picked up early this afternoon and the credit was issued to your credit card already
Once again I apologize for the problems that you had and please feel free to call on me personally if there are any other future issues
Thanks for your understanding
Michael ***

We have contacted Ms*** to express our sincere apologies Customer has agreed to a $credit and a new service date of 01/21/

Mr*** complaints have already been escalated to one of our managing partners because of the excessive foul language and abuse to our installer and store personnel. Here is the last response that was sent: There are so many issues here it's honestly hard to graspThere are good reasons
for all of your concernsI can have the scratched pool parts replacedI can have your pump parts replacedWe've offered the pump parts during your last visit and you declined ! The offer still standsYou won't let us help you and all it seems you are demanding is moneyMoney after the installation was completedIn closing, your dollar refund amount is not acceptable The pool was built to factory specsCosmetic issues like scratched plastic can be orderedMy installers are not thieves as you claim and do not "steal" from customers Materials like ground stakes in the ground help stabilize the pool frame while building or holding vital pool parts in place while buildingThis is an everyday practice. Missing one of them upon completion and cleis not a crimeI've known the installer for over years and I have a successful and safe working relationship with him and his companyYour complaints were not reported to the store until after the job was completedThe installers were on the verge of leaving during the install due to your alleged abusive language and use of curse wordsThey didn'tThey stayed and finished your pool structure as their work order stated That's what professionals do !! I will allow a $goodwill credit that can be used on any items in the storeJust to clarify this is on top of replacing the scratch plastic part you are claiming as damaged and broken pump parts which according to my installers were not caused by them. I am closing this complaint out and hopefully you'll find this a satisfactory resolution. Again, I apologize the great escape fell short of your expectationsEnjoy your summer

We have had a very positive experience and the pleasure of working with Jason *** of The Great Escape in Orland Park, IL We were impressed with the help and information we received from Jason when deciding if we should purchase a pool last year He took the time to explain every detail and helped guide us through the selection process to the satisfactory completion of the installation His superior service did not end there We have since purchased a hot tub, fire table w/chairs, patio heaters and accessories from Jason Whenever we have a question, or if there is a problem, Jason is always quick to respond and goes out of his way to provide answers and professional service

Initial Business Response /* (1000, 5, 2014/01/07) */
Contact Name and Title: *** *** CSM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@shoptge.net
The spa manufacture (Jacuzzi) agreed to replace the customer's spa due to structural defects
Based on Jacuzzi's pricing, the price
difference between the defective spa and the replacement spa had increased $The customer had agreed to pay the $difference and is also responsible for all delivery and shipping charges
The replacement spa was ordered based on the information The Great Escape had in their system
Once the replacement spa arrived, and was delivered to the customer, it was discovered the spa shell was a different color from what the customer had originally purchased
The Great Escape then contacted JacuzziAfter an investigation, it was discovered the information in The Great Escape system did not match the spa shell colors associated with the serial number Jacuzzi had on file for the defective spa
Once it was discovered the wrong shell color was shipped, *** *** called Mrs*** and offered to waive the $upcharge (Jacuzzi's cost) if she would be willing to keep the replacement spa that had arrived in the wrong colorThe only thing Mrs*** would have had to pay for would be the shipping and delivery charges totaling $The Great Escape was willing to absorb the $loss
Mrs*** declined the offer to keep the replacement spa that arrived in the wrong colorShe wanted the same color she had
The new spa, in the correct color, was orderedBecause this is a special order spa, it takes much longer to manufacture than a stock Jacuzzi spa
Because the manufacture (Jacuzzi) is denying any error on their part, Jacuzzi is not only charging The Great Escape the freight charge to return the spa, but are also charging The Great Escape a 30% restocking fee
In fairness to the customer for having to wait so long for the correct replacement, The Great Escape would be happy to schedule one of their spa techs to connect the electricity to the new spa once it arrivesThis will save the customer the additional expense of having an electrician come out to connect the new spaThe Great Escape would also be willing to waive the $delivery/exchange fee which is what our contractor charges The Great Escape to perform the exchange
The customer would still be responsible to pay the $for the price difference of the new spaThis cost goes directly to the manufacture (Jacuzzi) and is not a profit for The Great Escape
Final Consumer Response /* (2000, 11, 2014/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Replacement spa was delivered on 1/24/not without more problemsIncorrect color was delivered again even after the delivery company told the great escape manger that was the same color as the first incorrect hot tubSo the delivery company had to go back to the warehouse and pick up the correct hot tub and re deliverYes they did come out and disconnect the hot tub but were not able to reconnect because the replacements electric was in a different locationNot a very smooth process and poor customer service and a lack of communicationProblem has now been resolved
Final Business Response /* (4000, 9, 2014/01/10) */
I have left a message for the customer that I received an email from Jacuzzi stating that the replacement spa was shipped yesterday and should arrive here next weekOnce I get confirmation the spa has arrived at our warehouse, and is the correct color, combination, I will coordinate the exchange with the deliver service, our spa tech and the customer
NOTE FROM THE Revdex.com:
Please hold off on your response pending contact from the businessPlease update us on the outcome of that contact
*** ***
Assistant Manager-Home Services
Revdex.com-Chicago & Northern Illinois

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