Collectibles by Jeannine

MsC***I understand that you are currently in communication with the store manager, Jason S [redacted] Jason is working with the installer to promptly correct any issues in regards to the installation of the pool We appreciate your cooperation and patience

After purchasing a hot tub I was told I would be contacted within hours to schedule a delivery After days I call and was told someone would call within a few hours after days and still no call I spoke with the store manager to find out my paperwork never went to the delivery company and that I now needed to wait again for hours for a call to schedule deliveryThe store manager was uncaring and clearly unconcerned that I was upset and disappointed Well today the tub was delivered finally and after hours of my electrician's time it was found that the hot tub itself had a bad component and was shorting the system We called service and got a recording that they were closed We called the store and were told they would put in a ticket and call me right back After hours I called back and was told sorry the service department was closed until Monday The salesman said he left a voicemail and sent an email to the service dept and hoped someone would call me on Monday he could not say when someone may or may not come out to correct the problem on the faulty hot tub I will likely never step foot in a Great Escape store again!

If you are looking to purchase an above ground pool, I wouldn’t recommend this store in Strongsville, OhioI purchased a pool package from there and the install process has been a nightmare thus farThe installers arrived on a day in which they were not scheduled to install the poolWe went ahead and allowed them to try and install itWe have been having so much rain our backyard has been a swampThey said they could and they didThey recommended not to fill the pool with water at night due to the cold nightly temps it may crack the linerThe next morning, I went outside to start filling the pool and I noticed two top rails were not aligned properly the caps that cover the screws are not covering the screws and a section of the pool was bucklingI called hubby at work to inform him what I have noticed and that I refuse to fill the pool until someone fixes the top railsMy husband called and spoke to the salesman we purchased the pool through and explained the issueWhen hubby arrived home he also sent text messages with a picture of the top rail to the pool contractor and salesmanThe pool contractor told my husband it was OK to fill the pool they can still fix itA Great Escape employee called a couple of times and reassured us that it was OK to fill the poolShe stated that filling the pool with water will stop the buckling, we are scheduled to be serviced by the weekend, we can fill the pool and use itThe issue is a five-minute fix, just a matter of unscrewing the screws and moving them overMy husband and I didn’t see how they could fix it with the pool filled, but OK they are the expertsSo we went ahead and filled the poolThe installers arrived on Saturday and were unable to fix the issue because the pool was filled…..***! Now what? Contacted the sales person at GE about the issueHe agreed with us and wanted to know who told us to fill the pool, we gave him the name of the pool contractor and GE employee that told us to go ahead and fill itSunday, we called the salesperson wondering what are they going to do about thisHis stated he hasn’t heard back from the pool contractorWhat I do know is the pool must be drained in order to fix the issue and that I’m not going to eat the cost of filling the pool up twice, that’s over 15,gallons of waterThus far it has been days and no word from themI have had to place a complaint with the Revdex.com so the issue will get addressed and not ignoredOne question I have is why did the installers ignored the issue in the first place? You can plainly see the top rails were off when the cap cover didn’t cover the screwsI would upload a picture for all to see if I couldI'll give them star only because the price was descentYou've heard the saying you get what you pay forAnita B

I purchased a [redacted] pool heater fron The Great Escape in April and it was not instaled until MayThe heater worked great for months before it brokeI contacted The Great Escape about it and they refered me to a repair guyIt has been weeks and my heater is still broken and in pieces in my back yard!!! I spent on this product so I can keep my pool open longerI have called your repair guy multiple times and he never returns any of my callsI called to voice my complaint and dissatisfaction with the Manager at the Avon Oh location where I made my purchaseI believe his name was SethHe informed me he would contact the repairman and call me backNeedless to say that never happenedI have spent thousands of dollars in your store but NEVER againI am a General Sales Manager for a large Auto dealer and I will let everyone know that The Great Escape is great as long as you dont have any problems

I’m very sorry for the delays in delivery and service I see that delivery of the most recent purchase was made on August 20th, The delivery crew noted a problem with (1) lounge chair and service has been scheduled to exchange this item on August 24, In regards to the warranty issue, the parts were ordered and shipped from overseas and arrived to our warehouse on 8/16/ They were sent to the Algonquin location and have been delivered to the customer We sincerely apologize that your customer service experience has been less than the 100% satisfaction that we strive to meet

We apologize for the inconvenience caused by the delivery cancellation We do make every attempt to keep scheduled delivery appointments However, some circumstances do require us to reschedule the customer Due to inclement weather on Saturday, the driver was delayed The delivery driver did keep in contact with all scheduled customers There were cancellation requests from other scheduled customers that caused the delivery route time frames to need constant adjustments The weather became hazardous causing injury to our crew due to slippage There were also circumstances beyond our control that caused the driver to be further delayed and to ultimately have to cancel the remaining scheduled deliveries We apologize for any miscommunication but the delivery driver has no ability to reschedule because all logistics are done through our central scheduling officeBecause you are a valued customer, we have arranged for the driver to work over and deliver your hot tub on Thursday, October 19th between 4-7pm Again, we apologize for the delay and miscommunication Thank you for your patience

Per the customer's request the hot tub is scheduled to be picked up this afternoon

Mr***
We are very sorry for the inconveniences experienced during the delivery and installation of your
pool. The pool wall issue was determined to be a manufacturer’s defect caused by the improper calibration in the cutting of the wall. A replacement wall was ordered and shipped as quickly as possible There were time restraints in getting the new wall from the manufacturerThe new pool wall was delivered and the pool was installed in your desired location. We understand that this was a replacement pool, meaning that it was installed in place of a pre-existing pool. As you were previously advised, this could cause measuring and placement issues. Fortunately, these issues did not happen. After installation was complete, you did have questions concerning the quality of the installation. Upon your request, we did send an installer to inspect the poolThe installer states that the pool is well within the required tolerance levels for both levelness and safety. It is our understanding that you have decided to leave the pool as-is. If you would like to contact *** *** at the Aurora store location, he will provide product compensation for your trouble and inconvenience. Again, we sincerely apologize but hope that you will enjoy your pool for many years to come

Purchased pool Feburary 26,from the Bloomington IlStoreThe pool was delivered to my garage mid MarchAt the purchase date I was told the pool will be set up late April, early MayAfter many, many calls it was confirmed with three different store employees that the pool will be installed at 8am June No pool, no returned calls from operation manager Jim ***This experience has been a total jokeThey have used my garage as a warehouse for three monthsThey have held my money for three monthsWhen my calls were answered I was told don't know, the contractor hasn't called me backJune is Father's DayI told my wife they wouldn't show up and I was rightI don't blame the workers they deserve to spend the day with there familiesI do blame the store employees for the total lack of management as far as pool installation

We apologize for the inconvenience caused by the delivery cancellation.  We do make every attempt to keep scheduled delivery appointments.  However, some circumstances do require us to reschedule the customer.  Due to inclement weather on Saturday, the driver was delayed.   The...

delivery driver did keep in contact with all scheduled customers.  There were cancellation requests from other scheduled customers that caused the delivery route time frames to need constant adjustments.  The weather became hazardous causing injury to our crew due to slippage.  There were also circumstances beyond our control that caused the driver to be further delayed and to ultimately have to cancel the remaining scheduled deliveries.  We apologize for any miscommunication but the delivery driver has no ability to reschedule because all logistics are done through our central scheduling office. Because you are a valued customer, we have arranged for the driver to work over and deliver your hot tub on Thursday, October 19th between 4-7pm.  Again, we apologize for the delay and miscommunication.  Thank you for your patience.

The service is TERRIBLE -- Poor and conflicting communication, phone calls ar enot returned, and the supposed 'supervisor' named Shannon has an attitude. We are still unsure what exactly is wrong with our Cal Spa hot tub. Yet, we paid for a new heater 2 weeks ago that isn't working properly and 4 service calls.

Shame on you!

As a professional in the financial services industry, I understand first-hand the importance of customer experiences. Based on The Great Escape website, this company boasts about its “responsive and knowledgeable service”. Unfortunately, in the Canton, OH location, I feel there is a disconnect to this message. There was a Labor Day sale and since we just built a new home and are in the process of having a deck and patio installed, we thought this would be the perfect time to shop for patio furniture. We are loyal patrons of Lighthouse Pools and Spas, but thought we would give The Great Escape a try since we saw a patio collection I was interested in. A mistake that was is an understatement. First, we entered the store and were never greeted by ANY sales associate, found a collection of furniture (table/chairs & couch/love seat/ottoman) we were interested in, but when we finally tracked a sales associate down to ask a few questions, we were advised by a woman (didn’t catch her name, appeared newer) she said she didn’t know anything about the products and to ask someone else. We then found a man (didn’t catch his name either, but was an older man hurrying to close up shop for the day) advised he was a salesman but didn’t have time to assist us because it was Labor Day and they were closing. WOW – my families first experience with this company and THIS is how we were treated. I was appalled and told him that Lighthouse has never treated me with such disrespect and the man then advised “they are closed today, so guess you are out of luck”. If this is what “responsive and knowledgeable service” is, I can’t imagine what the experience is like after a sale is made with this company if there is an issue with a product. It makes sense that the few potential buyers who were in the store at the same time as us, also left empty handed. If this company’s mission is to drive business to competitors, they have the right staff in Canton, OH. Very disappointing and unprofessional – to say the least.

I’m very sorry for the delays in delivery and service.  I see that delivery of the most recent purchase was made on August 20th, 2016.  The delivery crew noted a problem with (1) lounge chair and...

service has been scheduled to exchange this item on August 24, 2016.  In regards to the warranty issue, the parts were ordered and shipped from overseas and arrived to our warehouse on 8/16/16.  They were sent to the Algonquin location and have been delivered to the customer.  We sincerely apologize that your customer service experience has been less than the 100% satisfaction that we strive to meet.

If you are looking to purchase an above ground pool, I wouldn’t recommend this store in Strongsville, Ohio. I purchased a pool package from there and the install process has been a nightmare thus far. The installers arrived on a day in which they were not scheduled to install the pool. We went ahead and allowed them to try and install it. We have been having so much rain our backyard has been a swamp. They said they could and they did. They recommended not to fill the pool with water at night due to the cold nightly temps it may crack the liner. The next morning, I went outside to start filling the pool and I noticed two top rails were not aligned properly the caps that cover the screws are not covering the screws and a section of the pool was buckling. I called hubby at work to inform him what I have noticed and that I refuse to fill the pool until someone fixes the top rails. My husband called and spoke to the salesman we purchased the pool through and explained the issue. When hubby arrived home he also sent text messages with a picture of the top rail to the pool contractor and salesman. The pool contractor told my husband it was OK to fill the pool they can still fix it. A Great Escape employee called a couple of times and reassured us that it was OK to fill the pool. She stated that filling the pool with water will stop the buckling, we are scheduled to be serviced by the weekend, we can fill the pool and use it. The issue is a five-minute fix, just a matter of unscrewing the screws and moving them over. My husband and I didn’t see how they could fix it with the pool filled, but OK they are the experts. So we went ahead and filled the pool. The installers arrived on Saturday and were unable to fix the issue because the pool was filled…..[redacted]! Now what? Contacted the sales person at GE about the issue. He agreed with us and wanted to know who told us to fill the pool, we gave him the name of the pool contractor and GE employee that told us to go ahead and fill it. Sunday, we called the salesperson wondering what are they going to do about this. His stated he hasn’t heard back from the pool contractor. What I do know is the pool must be drained in order to fix the issue and that I’m not going to eat the cost of filling the pool up twice, that’s over 15,000 gallons of water. Thus far it has been 3 days and no word from them. I have had to place a complaint with the Revdex.com so the issue will get addressed and not ignored. One question I have is why did the installers ignored the issue in the first place? You can plainly see the top rails were off when the cap cover didn’t cover the screws. I would upload a picture for all to see if I could. I'll give them 1 star only because the price was descent. You've heard the saying you get what you pay for.
Anita B

Ms. C[redacted]I understand that you are currently in communication with the store manager, Jason S[redacted]  Jason is working with the installer to promptly correct any issues in regards to the installation of the pool.  We appreciate your cooperation and patience.

I will never go there again. They had a whole shelf of product and the shelf was divided in half with 2 sizes of tubs full of product. They where both labeled the same price. Both sides of the shelf had approx 6-8 tubs. We asked the manager which was labeled correctly and he told us the smaller size was labeled correctly. I said that I would home to honor his labels and give me the larger tub at that price since that was what the price tag said. He proceeded to verbally assault My husband and me. Yelling at us and saying how dare we it was clearly mislabeled....and on and on. I went to the owner who was standing a short distance away to tell him what was going on and he also proceeded to also verbally assault us and accused us of moving the tub to cheat them. I told him there was a whole shelf like that and asked to show him. He refused to go look at it. We stated that we would take our business elsewhere and would never return. The manager then chased us out the door yelling at us. My husband works retail and I also work with the public. I am appalled that they are allowed to treat their customers like this. Their franchise in Peoria, Illinois should be investigated by their Headquarters, they give the Great Escape a bad name.

I purchased a 24 foot round above ground pool from The Great Escape in Batavia, IL in April 2013. We also paid $500 for installation as well as $650 for water delivery. We have had above ground pools (this is our fourth pool) at our home since June 1980. About two weeks ago we noticed rust in several locations on the exterior wall. One location had rusted through and now our pool liner has sprung a leak at this rust point. I immediately contacted Frank at The Great Escape (TGE) and was told to send him several pictures and a copy of my receipt. I complied and was informed that the wall of the pool wall was guaranteed and he would order a replacement. I asked about the liner, as well as installation and water delivery as this was all needed as a result of the faulty pool wall. Frank told me that only the pool wall was guaranteed and that we would have to replace it ourselves as well as purchase a new liner and pay installation again and also water delivery. Frank told me he would see if he could get one of the installers to work with me on the price. Also, the pool wall delivery would cost $350 or I could wait until he had a truck coming in and he would include it. I told Frank I was not satisfied with this reply as the pool was only three years old and that TGE should be responsible for customer satisfaction. I told him my husband is 70 years old and that we cannot install ourselves and that we do not have the money to pay again for all the rest and that I was totally dissatisfied and would never make another purchase at TGE. Worse pool I ever purchased. After several messages back and forth, Frank is now offering me the "free" delivery on the pool wall, free pool liner, free start up chemical kit and discounted (not sure how much) installation with installer. Nothing for water delivery. We have a well and can not fill this size pool. This is a nice offer, but not what I am asking for. I feel that TGE sells this poor quality product, or if this is a defective item, then they should also be willing to provide full replacement (installation and water) for true customer service and willingness to please customers. I bought this pool expecting a quality product and at least 10 years longevity. So very disappointed. I want other customers to be aware of this product and warranty.

I was trying to use The Great Escape On Line store to purchase pool chemicals for a recently purchased pool from the Great Escape in Peoria. The purchase of the pool on Peoria went great. The issue is the on line store out of South Holland, IL. I went on line and made my purchase of the chemicals on 8-17-15. They charged my credit card right away and sent my conformation, all was going well. A couple days later on 8-20-15 I received notification that items shipped. I tried to track shipment but it only showed a label was created thru [redacted] It stayed that way for 6 days. On 8-25-15 I finally sent email to check on order and did not get response. I therefore called the on line number to speak to someone but kept getting sent to voicemail. I left 2 voicemails over 2 days (8-26 and 8-27)and have yet to get any type of response as of 8-28-15

Per the customer's request the hot tub is scheduled to be picked up this afternoon.

As per our phone conversation this morning, additional information has been submitted to the manufacturer along with a specific request for three complete replacement chairs.  We are currently awaiting the manufacture’s review and decision based on their warranty terms and conditions.  We...

will advise the customer as soon as the manufacturer responds.