The Great Escape

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

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.

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 /* (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 package. We are happy to accept all returns based on these guidelines. The Hayward Aqua Bug cleaner has received favorable reviews (4 out of 5 Stars) on Amazon and other on-line sites. It has been a part of The Great Escape's pool cleaner program for many years. The [redacted] purchased this product on 6/8/14. Mrs. [redacted] returned on 6/15/14 stating that the machine did not have good suction and she would like to return it. In 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 honored. Mr. [redacted] seemed satisfied with this explanation. If we can assist the [redacted]'s in anyway please let us know.
Initial Consumer Rebuttal /* (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 BACK. I RETURNED THE AQUA BUG IN THE ORIGINAL BOX WITH THE RECEIPT. I 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, 2014 at 1:40 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 1 week and 1 use. I 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
1300 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 #94505328 - [redacted].vs.The Great Escape
(Quoted text hidden)
2 attachments
Front of Great Escape Receipt.pdf
20K
Back of Great Escape Reciept.pdf
15K
Final Business Response /* (4000, 9, 2014/06/23) */
Ms. [redacted],
It is not our policy to take back used pool equipment. In 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.

Initial Business Response /* (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 installers. I have made them aware of the complaints and am sure they will...

correct the issues. As 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 22. The customer initialed the agreement and was given a copy. We would appreciate the chance to earn your business again, so we'd like to offer to give you your initial start-up chemicals to get this year off on a better foot than last.

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

Initial Business Response /* (1000, 5, 2014/06/23) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX XXXX
Contact Email: [redacted]@shoptge.net
The liner was not purchased from The Great Escape. We have attempted to contact Mr. [redacted] by phone and email but we have been...

unable to reach him.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted the Great Escape today. I NEVER requested money for a new liner. I have requested money for installing another liner due to problems with the installation and lack of help from the Great Escape to resolve the issues with their subcontractor. No one would return my calls to discuss this problem prior to my filing this complaint. I have also today talked with the previous installer and am waiting for a response from both parties.
Final Business Response /* (4000, 13, 2014/07/10) */
The original request was for the liner to be installed free of charge, this is the service that was provided. The liner was not purchased from The Great Escape, therefore we cannot offer a refund.
Final Consumer Response /* (4200, 11, 2014/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A new liner was installed on 7/7/2014. I purchased the liner for $166.24. So it is not true that the liner was replaced at no charge. I also spent $56.68 on new sand for the bottom of the pool. The pool installer did a very good job and so far all seems to be working well. At this point I am not asking for the money for the liner. I do believe the Great Escape should pay for the sand or issue store credit to off set that cost. I understand they are not responsible for the water replacement costs or the chemical costs I lost(this is per the original pool contract).
Consumer Response /* (3000, 19, 2014/07/14) */
I appreciate your efforts at helping with this complaint.
The last response from the Great Escape does not make any sense because I have never requested payment for the liner. My last request was for materials I paid for prior to the installation (sand was required and is part of the Great Escape original contract with my pool). You can see this by reading my complaint. So in fact the Great Escape did not provide free installation because I paid for the materials listed. They should honor their earlier commitment of free installation.

Mr. [redacted]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 manufacturer. The 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 pool. The 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 [redacted] 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.

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 2-3 sets on the floor.  Theater seating had a sign that said $1199 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 $1199 per seat.  It was a white sign with $1199 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[redacted]