The Great Escape

Initial Business Response /* (1000, 11, 2014/08/04) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***shoptge.net
The Great Escape has exchanged the incorrect items and has authorized the 25% discount for the floor model items ($150.00)

Initial Business Response /* (1000, 5, 2014/06/04) */
Contact Name and Title: *** *** Superviser
Contact Phone: XXX-XXX-XXXX XXXX
Contact Email: ***@shoptge.net
In response to this claim, the swimming pool that was purchased is only available as a package with the liner that was
provided and installedA refund for the price difference has been issued to the customer in the amount of $The installer, ** Construction, was notified of the "footprint" issue and returned on June 4, for inspection and repair** Construction has informed The Great Escape that the issue has been corrected

Initial Business Response /* (1000, 5, 2014/06/20) */
Contact Name and Title: *** *** CS Mgr
Contact Phone: XXX-XXX-XXXX XXXX
Contact Email: ***@shoptge.net
The Great Escape contacted the installer, A&J, who agreed that this was a billing mistakeThe Great Escape will collect
the amount due from A&J and will send a refund check to Mr*** to avoid any further delay
Initial Consumer Rebuttal /* (2000, 7, 2014/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a refund check of on Saturday 6/28/As far as I'm concerned the issue is closed

Tell us why hereWe offer a 90-day guarantee on the pool table installation. The table was installed in September As a courtesy, we are willing to send a technician free of charge to
determine if the pool table has a warranty issue. If the technician determines the problem to be covered under the terms of the warranty, it will be repaired at no charge. If the technician determines the problem to be out of the terms of the warranty, repairs can be made at our service rates.
The hot tub was purchased in November 2012. The Great Escape waives all warranty trip charges for the first year. After the first year, the customer is responsible for the trip charge. Warranty is determined by the spa technician. Problems covered under the terms of the warranty are paid by the manufacturer. Problems not covered by the warranty are the responsibility of the customer. The last service call that was made to service this hot tub was on 7/11/14. Parts are guaranteed for days, labor is guaranteed for days. The customer will be responsible to schedule a service call and pay the trip charge, warranty will be determined at the time of service

The customer’s original date of purchase is 03/01/13. The manufacturer’s warranty on mechanical parts and fabric is one-year from the date of delivery. The customer did purchase an extended warranty. The extended warranty is not The Great Escape but a separate company,
*** with it’s own Terms and Conditions. We are working with *** to replace the mechanical parts on the ottomans. However, *** has currently denied the warranty claim on the fabric due to wear and tear conditions which is not covered under the original or extended warranty

Initial Business Response /* (1000, 5, 2014/07/03) */
Contact Name and Title: *** Hill, CS Mgr
Contact Phone: XXX-XXX-XXXX XXXX
Contact Email: ***@shoptge.net
Customer filed warranty claims with both the manufacturer of the liner and the manufacturer of the pool wallThe claim
for the liner was approved due to a seam separation and a replacement liner was sent to the customerThe claim for the pool wall was denied by the manufacturer due to "winter damage"Although not responsible for the damage to the pool and as a courtesy to the customer, The Great Escape did find a replacement wall (from a different manufacturer) and offered to deliver and install the new wall and replacement liner at no charge to the customerThe customer informed the Great Escape that they had already purchased a new pool from a different retailerWe cannot offer a refund for product that was damaged due to harsh winter conditions
Initial Consumer Rebuttal /* (3000, 7, 2014/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from The Great Escape is inaccurate!
The manufacturer stated that the pool wall "could have" been damaged from the winter OR the pool wall "could have" been installed incorrectly by the Great Escape's contractor
On May 31,I was speaking with the Manager at the Great Escape's Loves Park location and he told me "I am sorry, there is nothing that we can do for you! This matter is closedYou will need to purchase a new wall and pay for the installation"
It was at that point AND ONLY at that point that we decided to purchase a pool from a different businessIf we had ANY idea that the Great Escape was going to help in anyway, we would not have spent all of the money on a new pool
The offer of "replacement wall (from a different manufacturer) and offered to deliver and install the new wall and replacement liner at no charge" came, ironically, the day after we sent a letter to the corporate office asking for a refund
The new installer actually pointed to the area where the original wall caved in and said "I bet this is where the wall caved and liner ripped"
This pool WAS NOT damaged because of the winterIt was damaged because of faulty installation accelerated by the Illinois winter
Final Business Response /* (4000, 9, 2014/07/16) */
The warranty for the pool wall is from the manufacturerThe claim for the pool wall was denied by the manufacturer due to "winter damage"We cannot offer a refund for product that was damaged due to harsh winter conditions
Final Consumer Response /* (4200, 11, 2014/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in a prior response; The pool wall was damaged due to faulty installationThe failure was accelerated by the harsh winter, not caused by the harsh winterThe wall manufacturer made this clear in an email to meIn addition, an independent contractor also stated that the pool was installed incorrectly.We are simply seeking reimbursement for a faulty product that did not live up to the retailer's promises during the sales process
This pool did not even last a season

Tell us why hereWe offer a 90-day guarantee on the pool table installation. The table was installed in September As a courtesy, we are willing to send a technician free of charge to determine if the pool table has a warranty issue. If the technician determines the problem
to be covered under the terms of the warranty, it will be repaired at no charge. If the technician determines the problem to be out of the terms of the warranty, repairs can be made at our service rates. The hot tub was purchased in November 2012. The Great Escape waives all warranty trip charges for the first year. After the first year, the customer is responsible for the trip charge. Warranty is determined by the spa technician. Problems covered under the terms of the warranty are paid by the manufacturer. Problems not covered by the warranty are the responsibility of the customer. The last service call that was made to service this hot tub was on 7/11/14. Parts are guaranteed for days, labor is guaranteed for days. The customer will be responsible to schedule a service call and pay the trip charge, warranty will be determined at the time of service

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

Initial Business Response /* (1000, 5, 2014/01/16) */
We addressed an issue with the bottom of his pool the summer it was installed. He watched the entire process and was completely satisified at that time. The Installation includes a 90 day warranty wich has long ago...

expired.
----------------------------------------------------
1/23/14 additional info from business:
Thank you for your response.
In reply to your letter, we would like to state the following facts.
Omni Pools Inc. is a factory trained installer and has been installing swimming pools for The Great Escape and its customers for the past 15 years. They install approximately 500 pools a year for The Great Escape.
We have been in business for over 37 years and have always worked hand in hand with all of our installers to insure each swimming pool is installed according to the manufacture guidelines to ensure the pool is safe to use and that the manufacture warranty is intact.
Most companies will warranty the pool installation for 90 days. The Great Escape requires their authorized installers to warranty swimming pool installations for a full 1 full year. This way, a pool will weather through all 4 seasons.
Our installers use sand to form a cove around the perimeter of the swimming pool to help seat the liner properly. This cove method is used on every swimming pool installed.

A foam cove can be used in certain applications as well, and is available for purchase as an option to every customer.
The foam cove product is an alternative method, but not necessarily a preferred method by swimming pool installers.
As long as there is a cove perimeter of either sand or foam, then all of the guidelines and standards are met per the manufacturer's instructions.
The sand bottoms of all swimming pools are prepared by tamping the sand, rolling the sand or brooming the sand.
The method used is determined by the installer at that specific time. He must take into consideration the type of ground foundation the swimming pool will be installed on.
In regards to the customers concerns about fittings dripping.
Vibration of the filter can cause screws to loosen and hoses to drip from time to time especially on installation and set-up. Hand tightening the connections by the customer may be necessary from time to time. This can be accomplished by the home owner in a few minutes by using a standard Phillips screwdriver and turning the screw clockwise until the leak stops. As per the filter instructions.
The Great Escape has on two separate occasions ordered replacement parts for the customer. As a courtesy, both of these orders included some additional parts including new top rails and seat caps.
The customer has never been charged for any parts, labor, or trip charges.
This will be the third year the swimming pool will be used by the customer and remains a safe enjoyable product. If there are any cosmetic flaws, The Great Escape will send out an installer to examine them. This would be up to the customer if they choose.
The manufactures warranty on the pool is still in intact.
Any further concerns the customer has, I would appreciate it if the customer would contact me directly at The Great Escape Customer Service Department by calling X-XXX-XXX-XXXX ext. 2103.
I will be glad to discuss any details with the customer at that time.
Final Consumer Response /* (4200, 12, 2014/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To our reply of Great Escapes response is Just another excuse to try and delay any way to properly resolve this matter.We have heard all of this before and is why this is were it is right now.Same story just over again. Fact is pool situation been the same since installed and after they drained entier pool with no material,sand or foam cove to repaire liner problem.As for hose coming completely off the return pool connection on pool they now made into a dripping fitting has all made leis just stand out even more.They have voided warranty not only though manufactors with them not responding to delay time periods.They even say in last letter this one installer puts in 500 pools in one season in the Chicago area in one season is really amazing.Well to make this story short. The hole matter is under investigation again THANKS TO AMERICAN EXPRESS CARD dispute team entered on 1/28/2014.Dispute last four reference numbers are 7328. Thank you also Better Bisness Bureau and please keep this case open untill response from American Express.They also have complete access to all of this case with us from first report.
Final Business Response /* (4000, 10, 2014/01/27) */
Per our last response, we will send another installer in the spring to evaluate the condition of the swimming pool at the customers request by calling The Great Escape's Customer Service Manager at X-XXX-XXX-XXXX his direct extension is 2103.

Initial Business Response /* (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 2011 - [redacted] warranty is one year on fabric - [redacted] was able to convince...

Palliser to send the fabric as a customer courtesy. Customer 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 months. We 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 /* (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 rectified. Seeing as the couch is only 2 1/2 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 /* (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 sale. The customer has purchased an extended warranty protection plan and should utilize this option by contacting [redacted] to begin the claim process. The extended warranty policy specifically states the customer must call for claims.
Final Consumer Response /* (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 way. My request stands.

We are very sorry for the delay in responding to your service request.  We are scheduled to exchange the armless chair with the threading issue on April 4th.  We have contacted a service provider to repair the minor damage to the other chair in your home at your convenience.

Initial Business Response /* (1000, 5, 2014/06/16) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX XXXX
The pool was purchased in August of 2011 and installed in September of that year. The pool comes with a 1-year installation warranty. Mr. [redacted] contacted TGE in the...

summer of 2012 regarding an issue with his liner. It seemed as though the liner had slipped out of its track somehow, this problem is not uncommon and is usually due to circumstances beyond anyone's control. Freezing and thawing of the water in the winter, as well as, ground shifting, expansion and contraction of the ground under the pool can all lead to this problem.
The Great Escape contacted the installer and he agreed to go out and repair the situation even though it was not his fault nor the fault of The Great Escape. In the interest of keeping our customer satisfied, he did the repair work and when he left the customer was satisfied. The installer even went as far as to re-level part of the pool that had naturally settled, at no cost to the homeowner.
We were again contacted in the Spring of 2013 by Mr. [redacted], he stated that the liner was loose again and he wished to have the installer come back out. Once again we sent the installer out to look at the pool. The installer took measurements and the pool was level all around but it appeared that the liner because of the settling issues had stretched and the pattern around the top looked distorted. The installer informed Mr. [redacted] that the only way to repair the situation was to install a new liner and since it was not a material defect in the liner, the manufacturer would not cover the cost of the liner, in addition, it was passed [redacted] 1-year installation warranty. the installer would not cover the labor cost.
We continued through the summer of 2013 to go back and forth with Mr. [redacted] over this issue. Finally, in order to resolve the situation, we all agreed to meet and inspect the pool. In September of 2013, the installer, Mr. [redacted] and the store manager all met at the house and proceeded to inspect the pool. We took measurements from all corners and sides of the pool and the pool was level all the around. The liner did appear distorted in certain places and the only conclusion we could come to was that the liner had stretched and settled in the first winter and was now completely functional but slightly distorted.
In an effort to maintain a good customer relationship, The Great Escape agreed to supply Mr. [redacted] with a new liner at no cost. The installer agreed to install the liner, also at no cost. The liner was to be installed in 2014, as soon as the weather permitted. In May of 2014, Mr. [redacted] contacted us and we sent out an installer with the liner in order to replace it. When the installer arrived, he was told by Mr. [redacted] that he had to find some way of saving the 7000 plus gallons of water. Mr. [redacted] also told him that he wished to have the entire pool re-leveled and re-built. The installer called us stating what Mr. [redacted] requested and we informed Mr. [redacted] that the agreement we had made was for a new liner to be installed. We were not disassembling and rebuilding the pool nor did we have any way of holding onto 7000 gallons of water. Mr. [redacted] would not agree to let them drain his pool and complete the work so our installer left the site.
We had not heard back from Mr. [redacted] until we received copy of his letter to the Revdex.com. As our relationship had always been a good one, the store manager contacted Mr. [redacted] to discuss the situation. He reminded Mr. [redacted] of the discussion that had taken place at his house in September of 2013 and of the agreement the we had struck. He also assured him that we are still willing to abide by that agreement but we are unable to tale down and rebuild his pool nor will we be responsible for the water that needs to be removed. We all agreed to go back to the original plan and we will install a new liner when Mr. [redacted] returns from vacation around the 4th of July.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The pool has never been leveled! The original complaint from May of 2012 was about the pool clips poking through the liner. Had sponges stuck between the top rail and the cap to hold the top rail down in three places. In September of 2012 when the installer finally got here he pried up under the bottom rail and took the liner loose, put 2 patches on a brand new liner and left. On May of 2013 called [redacted] to tell him we had 2 wrinkles in the liner. Went to Great Escape many many times to explain our problem. [redacted] and ** came out September of 2013 and looked at the pool and said that they were going to level the pool and put in a new liner. May 26 of 2014 the liner installer showed up (we didn't even have the winter cover off). Said he would be back on Wednesday to install the new liner and he said he was just going to dump the water on the ground and that we had to refill the pool at our cost. When he came back on Wednesday the pool was full and installer said the pool needed to be level otherwise we would have wrinkles again. The installer was going to tell [redacted] that the pool needed to be level. We are not asking for the pool to be taken apart and rebuilt. We just want the pool shimmed up the best they can and a new liner installed the way it should have been from the beginning. We want the water saved because our water bills have doubled and we don't feel we should have to pay even more for something that was not our fault. If needed we have every phone call any every time we went into the store documented with the date and time and who wen talked to. Every time we went into the store we bought something and noted on the receipt that we mentioned our problem again. Again we never wanted the pool rebuilt and no one from Great Escape has ever leveled the pool. We just want the the problem that has existed from the time the pool was put in FIXED and we don't feel we should have to pay anymore for a problem that we brought to their notice way before the warranty expired.
Final Business Response /* (4000, 9, 2014/06/24) */
On June 20th, The Great Escape sent out an independent pool installer with 30 years of experience to inspect the pool site. Using a laser level, he determined that the pool is 1" out of level on the side away from the deck. This could be caused by a number of reasons, including natural ground movement from freezing and thawing or the natural erosion of the ground that the pool is sitting on due to the slope of the hill it is cut into. Due to the liner being re-fitted into the track after the first year, the liner is stretched and thinned which is causing the distortion and the need for the "sponges" in the track to hold it in place. The installer recommends taking out the old liner, re-leveling the pool on the side away from the deck with a block or shim, replacing some of the sand that has washed away and then re-installing the liner. The installer also recommends that the homeowner strengthens the retaining wall around the pool or adds another retaining wall to reduce the natural erosion that takes place and to secure the pool during freezing and thawing each year. The Great Escape is offering to provide a new liner at no charge, to re-level the one side of the pool that is out of level and to replace the liner, all at no charge. We ask that Mr. [redacted] supply the sand that is needed. In regards to the water storage/replacement, the warranty states that the manufacturer of the liner nor the dealer who sold the liner is responsible for water or chemical loss. There is no feasible way to save almost 8000 gallons of water so we will be unable to provide that service. We have tried unsuccessfully to contact Mr. [redacted] with these details.
Final Consumer Response /* (4200, 11, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 6/13/14 we talked to great escape and he said he was going to level the pool up and replace the liner and that there was no way to save the water. The only problem is that 2 years ago he replaced a pool for a friend of ours (he lives 3 blocks away) and they saved all of his water, from a 27 ft round pool. They took his old pool down put the new pool up and pumped the water from the bladders back into the new pool. Yet they say they can't do the same for us.
According to the letter to Revdex.com on June 20th Great Escape sent an installer out to check our pool but [redacted] from Great Escape called us on 6/23/14 to tell us an installer was working in our area and was going to check our pool. [redacted] knew we were out of town as he was told on Friday 6/13. It's strange that the letter to Revdex.com states the installer was out on 6/20/14 but [redacted] called us on 6/23/14 to tell us he was in the area. The dates don't mesh.
This is the first time that we that were told we needed to purchase more sand and redo the retaining wall and add another. [redacted] and the installer who put the pool in the first place were out September of 2013 and agreed at that to level the pool and replace the liner. As far as the sand the installer got paid for undercutting it installing road gravel under the pool and we paid extra for the undercutting and the stone. Everything the installer wanted done to secure the pool the way he wanted was done including replacing the existing retaining wall. If it wasn't good enough or secure enough or if the pool really shouldn't have been installed where it is they should have told us they couldn't install the pool. Also we were suppose to get plastic under the pool and the installer didn't have any, we had to supply the plastic.
We have been trying to get this fixed for 2 and 1/2 years. Maybe if it had been taken care of when we first talked to Great Escape May of 2012 we wouldn't be having this problem. All we ever got is he'll be there and installer would never show up.
Also [redacted] has never ever had a problem getting a hold of us it's more the other way around. We would call and he would never return our calls we would have to us a cell phone where he didn't know the number to get him to talk to us.

It has taken us exactly 2 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 produce. BUT...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,'14 and until the end of June '15 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 /* (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 fee. Mr. [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 home. Since 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 product. After 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 perform. Special orders typically require 4-12 weeks to be ordered, shipped and received by The Great Escape's distribution center. These parameters were met by The Great Escape and this was not an issue to Mr. [redacted] at the time. In 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 manufacturer. The Great Escape graciously negotiated on behalf of Mr. [redacted] for the return of the special order product. However, 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 product. It is also our viewpoint that the $661.68 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 time. Some 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 refundable. Neither I was presented with any invoice where I could have read the details [redacted] put in his answer. The 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 mailed. In 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 order. It was not. I chose one from 5 or 6 available for purchase on the "HELO" web site saunas. It 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 saunas. The customer can't foresee what is coming. Yes, [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 /* (4000, 11, 2015/02/19) */
This was not an order placed on the internet. Mr. [redacted] spoke to the sales associate numerous times. There were also many email exchanges between the sales associate and Mr. [redacted]. A copy of the invoice was included in one of the emails. Mr. [redacted] made the final payment prior to delivery in the store at the sales counter where our return policy is clearly posted. The same information is printed on the copy of the receipt that was given at the time of payment. As 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 manufacturer. The second special order sauna was not only shipped from the manufacturer but delivery and installation to Mr. [redacted] was attempted. The Great Escape negotiated with the manufacturer on Mr. [redacted]'s behalf to allow the return of the special order product. However, The Great Escape did incur costs for the original shipping fees, repackaging costs and the return shipping back to the manufacturer. In 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 center. These items must be special ordered direct from the manufacturer to satisfy the individual customer's desired product. The Great Escape strives for 100% complete customer satisfaction. It is extremely unfortunate that the special order sauna Mr. [redacted] choose was unable to be placed in the desired location due to size constraints. However, 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 service. We 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]
[redacted] XXXXX
XXX-XXX-XXXX Ext [redacted]

We are very sorry for the delay.  The furniture was delivered to an address outside of our service area.  We have made arrangements to have our Mishawaka location exchange the item for the...

customer.

We are very sorry for the delay.  The furniture was delivered to an address outside of our service area.  We have made arrangements to have our Mishawaka location exchange the item for the customer.

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.

The customer did not choose the delivery and installation option.  The product was picked up and assembled by the customer.  We can send a service provider to the customer’s home to assemble the bike for $129.  If this is not an acceptable solution, the customer will need to neatly...

re-box the item and return it to the store for a full refund.  We are very sorry for the inconvenience.

Initial Business Response /* (1000, 5, 2014/08/13) */
Contact Name and Title: [redacted] Mgr
Contact Phone: XXX-XXX-XXXX #1109
Contact Email: [redacted]@shoptge.net
The Great Escape does not offer refunds for used pool equipment due to the lack of warranty used products carry. The...

consumer did not allow the opportunity to troubleshoot the pump before asking for a refund. Although it is against our policy, we would like to offer the consumer a store credit in an effort to rectify the situation.
Consumer Response /* (3000, 12, 2014/10/23) */
10/22/14
I have heard nothing from "the Great Escape" offering any store credit - please advise how to proceed.
Business Response /* (4000, 14, 2014/10/23) */
Please return the pump to the Algonquin store in exchange for store credit.

Initial Business Response /* (1000, 5, 2014/06/03) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX #1109
Contact Email: [redacted]@shoptge.net
Upon receiving notice from the consumer, TGE Service Department immediately filed a warranty consideration claim with the...

manufacturer, Brunswick Billiards. After review by the manufacturer, it was determined that the damage could not have been caused by the pong pong ball hitting the table, as the ball would cave in and break instead. They also stated that consumer damage is not covered under the manufacturer warranty.
The customer can try to cover the damaged area with white auto touch up paint. This is an inexpensive way to repair and a viable solution to all chips on table tennis tops. If this is not acceptable, TGE would like to extend a discount on the purchase of the replacement top making the cost of the replacement $350.00
Initial Consumer Rebuttal /* (3000, 7, 2014/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At no point has the vendor, prior to this response, has it been shared that the manufacturer said it was due to neglect on out part. We were only told that it was an unusual situation. We have asked for copies of the manufacturer warranty and have not received it. We were promised via email that the situation would be escalated through the organization and we would receive a phone call from the seller to discuss our options. That call never came.
The damage was NOT due to neglect on our part. While I agree that a single ping pong ball bounce would not cause that type of damage to a well constructed table, it is also possible that there was prior or hidden damage, that the table has chipped prior to delivery to us and the chip was glued back poorly. The fact is the table became damaged the first time it was used, in a situation that should not cause damage to a well constructed table. If we are not lying, then there must be a manufacturing defect or hidden damage prior to delivery to us.
We should not have to spend any money to fix a problem that was caused by a manufacturing defect or prior hidden damage.
Final Business Response /* (4000, 9, 2014/06/06) */
Although the manufacturer still states this is not a manufacturer defect, Brunswick Billiards has agreed to replace the damaged 1/2 of the Smash 7.0 in an effort to satisfy the consumer.
Final Consumer Response /* (2000, 11, 2014/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)