GREAT ESCAPE

Called multiple times over a week and could never get "Brandon" to call me back. Eventually called the Owner "Jerry" and was able to get in touch with Brandon after the fact. Brandon scheduled an appointment with me in the afternoon of June 12th. One hour before the appointment, (I had already left work to meet him at the house), he called to cancel and reschedule for the next evening. Upon arriving the next day, and leaving work early yet again to meet him, Brandon was personable and willing to help resolve the situation. I unfortunately had to leave before he was finished looking for the leak, but was called later that evening by Brandon for a follow up. He told me the hot tub was probably leaking at one time, but now isn't. When I refused to accept that response due to knowing that its still leaking, he admitted he can't find the leak due to the hot tub being up against the wall of the home. He then went on to tell me that I needed to drain and move the tub, then fill the tub back up for him to trouble shoot. I then asked him to have the owner call me to discuss and he said he would. The owner "Jerry" never called me back and refused to return two more phone calls that I placed asking to speak with Jerry. Once I went to Great Escape, Jerry was sarcastic and basically said the issue was my fault because I had them install the tub next to the home where it couldn't be fixed. Total Invoice 5937.25. Amount overpaid 5937.25 The only thing beneficial thing about this place is their price on some of their pool chemicals. Please do not buy big ticket items from this store. Not saying you will have any problem with them, but if you do... your customer service will be drastically below the average expectations. The tub leak was eventually fixed in October of 2013 after weekly phone calls and visits for 5 months. This included several drains, fills, moves, etc. The tub now doesn't leak, but the bottom is all cut up, and it definitely resembles nothing close to a new tub anymore.

Horrible customer service!!!!! You buy from them but expect service after purchase....