GREAT ESCAPE

If you're in the market for a pool DO NOT..... go to Great Escape. I bought my pool and hot tub July 19 of 2019...that's right.. A YEAR AGO... I have been promised installation for a year... Once it appears it's finally going to happen.... (lots of drama and empty promises in between) the installer who I told the store manager NOT TO SEND TO MY HOUSE Because by his own account he was shady, showed up. They marked where the pool was to go and dumped the materials in my yard. Made me pay up front and left my house without installing. I received a call from THE OWNER of Bureau County Pools that evening telling me he wasn't going to make enough money installing my pool and hoped I found someone else to do the job. I called Great Escape corporate only to be told I couldn't talk to anyone and had to email this generic email. So I did. I received an email from the VP asking if they could have someone else install it. I asked for a phone call to discuss. He agreed, and never called. So here I am, 2 seasons later, with a pool and installation paid for.... And no pool in my backyard. From what I'm reading.... This isn't uncommon with great escape. So there's that. Oh.... Did I mention the installer still has my money?? I cause he does..... So there's that....

Great, exactly as expected

Their product and service people are excellent, but their office staff is terrible. If you have a problem and it's their fault, they're really nice. If you've got a problem and it's not their fault, they're not nice. They're absolutely terrible. Their customer service is absolutely terrible. They deliver but do not install spas.

No problems / found me a good lamp at a good price

It was good up to the installation part, which they subbed out and that's where the problem was. Their customer service in regards to the problem was not good eitherbecause they didn't hold them accountable for anything.

The installer would say they were coming and not show up. This went on for weeks. Then he would say he would call me back after they looked at it. I was at work and they said well no one was home for us to go back there. They finally came back to fix the pool. Plan on going to the showroom to make a scene if you need follow up work on your pool cause it is a joke. They said they had a pool to hold water and it collapsed so we didn't save any if the water. We were very disappointed with the showroom help at the Gurnee location.

They’re okay. We purchased the pool from them, too. We’re satisfied with them. It’s not their responsibility but they provided us a contract for them to come out when they installed our pool and that was a nightmare. The pool store tried to work with us on it with them and the only way we could get with the contractors is if we went through The Great Escape.

After 3 visits to the store, finally decided on the pool that we wanted to install. We bought pool on Saturday and it was installed the Wednesday thereafter. It was installed very quickly - in one day - and efficiently. Done by late afternoon. Pool is very nice quality and looks great in the yard.

They are very helpful; they bring in water samples every year and tell me how to treat it for free of charge. I think if you bought your pool there, they always do it for free. They are very nice, very kind people. Their installation was absolutely awesome, my pool is absolutely level and probably a quarter inch different from the other. It is perfect.

Rich was our salesperson. From start to finish of the sales process, he was a professional and very knowledgeable. He walked us around the store and gave us both the technical differences as well as his personal opinions on the various brands of spas. We were looking for something top of the line and we discussed both the Jacuzzi and Sundance options. We ended up going with a Sundance Cameo and I reviewed prices quoted online as well as what other reviewers had spent on the same model and he was priced very fairly. Not only that, but he was very honest about what chemicals we needed, how to take care of the spa, and what things people would tell us to buy that we didn't need. He was not pushy but spent a lot of time with us and answered all our questions. I would do business with Rich again any time in the future and will refer him to anyone who is looking for help in purchasing a spa.