ComplaintsforThe Great Escape

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a pool with the company in March 2019. As of now the pool is developing rust on the sides. Also, I have one of the upright poles is not secure to the pool. So it wasnt installed properly. I was told that this was not an issue for the pull itself. I have pictures if need be.

  

  Business response

  03/18/2024

  *********************** complaint apparently was prior to all of the arrangements that the Regional Manager and the store had finalized.
  
  
  The customer informed us that she has already notified the BBB as well.  Can you please confirm that the chronology is accurate?
  
  
  Thank you in advance for your assistance with this matter.

  Customer response

  03/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot tub less than a year its leaking the great escape in south end has been out at least 6 times to try to fix it and they are not able to and will not exchange it and will not call me I contacted bullfrog spa and they will not contact me to try to get this fixed its been about 4 months now

  

  Business response

  01/02/2024

  Were sorry about the issues with the hot tub and the challenges in finding the leak. We have followed the manufacturers warranty procedures. We have anothwr service call scheduled for Wednesday, December 28th in hopes of getting this resolved. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately 8 weeks ago, The Great Escape service man came out and determined I needed a diverter to be replaced due to a crack. They stated they ordered the part and it would be in in a few weeks. I got a call stating service would be out to fix the part. The day they were to come out I got another call (all vm are saved) stating they ordered the wrong part and it would be 12/21 before the part came in. Then I got a call stating it would be 12/13 because the part came in. NO ONE SHOWED UP YESTERDAY and no phone call or anything. I called to find out the part was never ordered originally. Now, they don't have a delivery/service date for the repair and all they can say is sorry. Someone needs to hold this company accountable for their incompetency (especially with these high-end purchases). I asked how I would know the part was ordered and how I get confirmation it would be fixed promptly. ******* could not answer that. This is still under warranty. This is also not the first issue with this company being able to hold up service effectively on their product...buyer be aware! The BBB has given their stamp of approval but looking at other reviews this seems to be a pattern. I would like my spa fixed effectively and timely.

  

  Business response

  12/15/2023

  The customer did have a broken diverter valve that we went out to service. Unfortunately, it's true, the wrong part was either sent in or ordered incorrectly.  Thankfully, our *************** technician was able to stop the current leak and leave the tub in working condition while we wait for the correct part.  Once the part arrives, we will make arrangements to replace it immediately.
  
  

  Customer response

  12/18/2023

   
  Complaint: 21008205
  
  I am rejecting this response because: they need to fix the problem. There is no guarantee with this company that the correct part will be ordered and replaced. They have a history of poor service that the public needs to be aware of before purchasing an item from this company.
  
  Sincerely,
  
  ***************************

  

  Business response

  12/19/2023

  We're sorry to hear that the options presented were all rejected.  The only option is repositioning the spa.  If the customer is willing to drain the hot tub completely, we would be willing to come out and reposition the hot tub at no charge as the regular charge for this would be $250.
  
  
  Please advise and we will act accordingly.

• Initial Complaint

  11/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a hot tub and a gazebo from this company. The experience has been horrible to say the least. The hot tub showed up weeks late as well as the gazebo. We specifically asked and were guaranteed that the hot tub would fit in the gazebo and that the hot tub cover would also fit where it can be opened and closed from inside the gazebo. Come to find out none of this stuff works. **************** at the store ***** managers take weeks to get back to you. No solutions at all to the problems at hand. Ask to speak last week to the owner they state there is no such thing which isnt accurate they are refusing to help or provide a refund for the ongoing issues. At this rate this is my last resort before legal action against this company.

  

  Business response

  12/04/2023

  We're very sorry that ********************** is unhappy with the current way his hot tub sits in regards to the cover and the gazebo.
  
  
  The hot tub was delivered on 5/25/23 and all indications show that the customer was happy with the hot tub and the performance.  
  In regards to the concern that the hot tub was late, the hot tub was a custom order in which all of our customers are advised that hot tub custom orders take approximately 4-6 weeks to arrive.  The hot tub was ordered on 4/19/23 and delivered on 5/25/23, well within the expected time frame.  
  The gazebo was also a custom order which has a similar 4-8 week timeframe.  The gazebo was ordered on 4/28/23 and was delivered on 6/19/23, also within the allotted time frame.
  
  
  The hot tub fits within the gazebo.  However, all gazebos have roof supports for safety that can not be altered.  Where the customer wants the hot tub within the gazebo, the supports for the roof, due to the nature of the construction, interfere with the opening and closing of the cover.  
  We have made several trips and offered different cover assist systems and waived any fees (totalling approximately $500) in order to accommodate the customer's vision for the hot tub and the gazebo.  We're also willing to come out again to move the tub in order to accommodate the customer at no charge.  Unfortunately, these options were not acceptable to the customer.
  
  
  This issue is easily remedied with three viable options:
  1.  Move the hot tub toward the center of the gazebo and keep the current cover assist as planned.
  2.  Custom order a different cover assist system at the customer's expense but the tub would need to slide forward to allow the cover to recede behind the hot tub.
  3.  Custom order a trifold cover at the customer's expense which would allow the least amount of movement of the tub.
  
  
  We are more than happy to accommodate our customer in any of the above mentioned options.

  Customer response

  12/05/2023

   
  Complaint: 20910261
  
  I am rejecting this response because:

  the staff and sales rep who sold the hot tub and gazebo stated and measured multiple times that the hot tub would fit where its placed inside the gazebo and that the cover would clear the gazebo roof. Which it does not. I measly credit for something unusable is not acceptable and will not be tolerated. Each correspondence from great escape has been very un detailed  and  takes weeks for a resolution or callback. Each time management contacts me they state were looking into options or customer covers and we will get back to you within 2 weeks and its always been two weeks each time. This is unacceptable especially for the cost of these units. Great escape needs to come to a resolution rapidly or needs to issue a full refund for the gazebo in full and can come pickup there unit that was guaranteed to fit per the sales rep and manager who ordered the custom unit based on their measurements and placement knowing upfront where the hot tub was being placed inside the gazebo. 
  
  Sincerely,
  
  ***************************

  

  Business response

  12/15/2023

  We're very sorry that ********************** is unhappy with the current way his hot tub sits in regards to the cover and the gazebo.
  
  
  The hot tub was delivered on 5/25/23 and all indications show that the customer was happy with the hot tub and the performance.  
  In regards to the concern that the hot tub was late, the hot tub was a custom order in which all of our customers are advised that hot tub custom orders take approximately 4-6 weeks to arrive.  The hot tub was ordered on 4/19/23 and delivered on 5/25/23, well within the expected time frame.  
  The gazebo was also a custom order which has a similar 4-8 week timeframe.  The gazebo was ordered on 4/28/23 and was delivered on 6/19/23, also within the allotted time frame.
  
  
  The hot tub fits within the gazebo.  However, all gazebos have roof supports for safety that can not be altered.  Where the customer wants the hot tub within the gazebo, the supports for the roof, due to the nature of the construction, interfere with the opening and closing of the cover.  
  We have made several trips and offered different cover assist systems and waived any fees (totalling approximately $500) in order to accommodate the customer's vision for the hot tub and the gazebo.  We're also willing to come out again to move the tub in order to accommodate the customer at no charge.  Unfortunately, these options were not acceptable to the customer.
  
  
  This issue is easily remedied with three viable options:
  1.  Move the hot tub toward the center of the gazebo and keep the current cover assist as planned.
  2.  Custom order a different cover assist system at the customer's expense but the tub would need to slide forward to allow the cover to recede behind the hot tub.
  3.  Custom order a trifold cover at the customer's expense which would allow the least amount of movement of the tub.
  
  
  We are more than happy to accommodate our customer in any of the above mentioned options.

  Customer response

  12/16/2023

   
  Complaint: 20910261
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  this is the second communication from the great escape that is the exact same message as the first. Still have not been contacted in over 2 weeks regarding this matter. The great escape sales people and management lied about the details regarding this whole purchase therefore the great escape at the bare minimum should be returning the gazebo and crediting back the entire purchase price

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an awning in 2019 have a problem with fabric tearing when I called they told me they dont sell the product *********** it. I contacted the manufacturer Trivantage spoke with a ************************* who tried to get Great Escape to own the issue and resolve. Bottom line she tossed me off to repair shop and expects me to pay for service fee when my call pertained to the warranty 10 years on the fabric. No one wants to assist with the warranty. Why dont they tell the consumer there is no warranty or good luck getting assistance to the consumer if you have a problem.

  

  Business response

  10/03/2023

  We're sorry for the issues that the customer is having with the fabric on their awning.  This is a case of the manufacturer denying the warranty claim, not The Great Escape.  The warranty is through Solair/Trivantage.  The Great Escape is simply the agent for the warranty.  Our service department did submit the customer's concern for warranty consideration and this is the response we received:
  Unfortunately in this particular case, it does not look like a warranty issue, but rather that the cover was damaged by being snagged on an object or shifted/telescoped on the roller tube.
  If requested, we can help to find another awning contractor that might be able to help with the necessary repairs.  Please let us know what we can do to assist.

  Customer response

  10/05/2023

   
  Complaint: 20665968
  
  I am rejecting this response because:
  The Vreat Escape denied service and was  told there was nothing they can do not even send someone out to look at the awning. The awning is on a roller and if inspected can see there is nothing to snag but appears wear from rolling which tells me it is not correctly protected to roll for use. We only asked for a service visit to detail the cause. Again we were denied. I reached out to the manuf who sent me back to the Great Escspe to service the fabric. How can a photo provide the cause. There answer was direct they dont carry *********** the product.  Someone needs to see the product and give an educated response .

  ckearly this is  poor customer service for an expensive product that is only 4 yrs old. 
  
  *******************************

  Customer response

  10/07/2023

   
  Complaint: 20665968
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased hot tub in October 0f 2022. August 23, ************************************************* the hot tub. Repairman finds a crack in the bottom of the acrylic floor. ********* says he will request a full replacement as it is very hard to fix these issues. September 14th I contact customer service to find out what is going on as I have not heard back from anyone. I am told that the maker will not replace the product. They will send someone out to repair the crack. Someone will call me back by Monday. No call received. I again call customer service on September 19th asking for an update on my repair. I am told the person that does these repairs has a wife that has cancer and that it will be a few days before he can get back to me. No call received, so I again call on September 25th and I am told he is not responding to their requests and I will have to wait until he does to get an answer. I requested to speak to a supervisor and I was sent to her voicemail. I left a message and have not received a call back. There has to be more than one man in this world that does hot tub crack repairs. If they can't fix it, then it should be replaced. The hot tub acrylic is warranted for 7 years and mine is not even a year old.

  

  Business response

  09/28/2023

  We have been in contact with the customer and we've located another acrylic repair contractor that is going to make the necessary repairs.  We have put the customer in touch with a one on one consultant in order to alleviate any communication frustrations as well.  We'll keep the customer informed as the process unfolds but we're moving forward to getting the issue resolved.

  Customer response

  10/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they are currently working to resolve the situation. I am waiting on a final response as to how they will go about repairs.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I purchased a Bullfrog hot tub from The Great Escape in ***************, ******* around Aug/Sep of 2019. The hot tub was kept in storage for us until our deck was completed in the Spring of 2020. It was delivered without any problems and we enjoyed it until July of 2022 when we noticed a leak. My wife and I contacted The Great Escape to have the leak fixed as it was still under warranty. The repairman came out to look at it and said it needed a new pump and that it would have to be ordered. It took a few weeks before he came out to put the new pump in only to find out the next day, it was still leaking. I called the store again and spoke with the store manager to have the leak looked at. I had to do this on several occasions because the repairman would call to come out and then wouldnt show up or he wouldnt call and just show without notice when we were working. The repairman had no clue what he was doing. There would be weeks that would go by without any communication. The last time there was communication with the repairman or store manager was around of Dec 2022/Jan 2023. As of today 8/23/2023 the leak is still not fixed. To my knowledge, The Great Escape is no longer a Bullfrog distributor. My wife and I are beyond frustrated with this company and we want the hot tub fixed, replaced or our money back.

  

  Business response

  09/18/2023

  We have been in touch with the customer.  In order to properly repair the spa, it will require a special crew and technician that we have currently lined up and we've been in touch with the customer.  
  All parties appear to be on the same page.

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re: Sundance Hot Tub #********* On June 3, 2023, I purchased a Sundance hot tub from The Great Escape, ***************************************************************. The price paid was $9,295.44. The hot tub was delivered on July 18, 2023. The electric was connected on August 8, 2023, by **************************************. I filled the hot tub on August 9, 2023. The following morning, I noticed the concrete surrounding the hot tub was wet with a puddle. The water level in the hot tub was down approximately 1 to 1 inches. I contacted The Great Escape on August 10, 2023. I was informed that their service technician quit, and somebody would be in contact with me regarding servicing the issue. As of August 13, 2023, I have received no follow up on the issue. Due to the nature of the situation, I am unsure that there will be any follow up or remedy to the situation. At this point it is obvious that the product seems to be defective and there is not any service scheduled to remedy it by a professionally trained service technician. If the manufacturer or retailer cant provide a professionally trained service technician, I would request a replacement product.If the manufacturer or retailer cannot resolve this matter in a timely and professional manner, I will have no alternative, but to pursue other remedies.

  

  Business response

  08/14/2023

  We're sorry to hear about the issues with the ******************'ve been in touch with the local branch and we've been informed that they have spoken to the customer and they have arranged for a technician to make a service call today.
  We'll keep you informed of the technician's report as it becomes available.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a new Hot tub for $8499 on 10/03/22. Hot tub did not function upon delivery and appeared poorly constructed (water filters difficult to attach due to tubs improper threading and placement, water feature not level). Initial issues were not powering on, then not heating, not filtering, jets not functioning, bluetooth not connecting, buttons on control panel not functioning. Requested refund or replacement from the companies staff in store during multiple visits in the first few months; all claimed they could not replace it and threatened that if I wanted a refund I would be responsible for the hundreds of dollars in non-refundable fees for delivery and picking it back up. Tech claimed he could get it working. After around ten visits over the course of four or so months tech was able to get it partially working by replacing/rewiring multiple parts. Tech suggested there was still at least an issue with the filtration system he was planning on taking a look at. Tech no longer works at store. Store now refuses to resolve issues with hot tub without charging fees for every visit. Issues that remain (to my knowledge) are a water filtration issue and air being/getting into the system and blowing bubbles out of multiple jets.

  

  Business response

  07/10/2023

  Thank you for bringing this to our attention.  We always value customer feedback and take all concerns seriously.  After thoroughly investigating the matter, we have determined that the issue experienced by the customer was due to user error rather than a product defect.
  
  
  Maintaining proper water chemistry takes some getting used to and we're always happy to help at the store level.  We're always empathetic to the needs of our customers and upon request, we can provide detailed written instructions as well as in store water testing.
  
  
  We are committed to providing excellent customer service after the sale and will always help our customers resolve and issues that they may encounter.
  
  

  

  Business response

  07/10/2023

  Thank you for bringing this to our attention.  We always value customer feedback and take all concerns seriously.  After thoroughly investigating the matter, we have determined that the issue experienced by the customer was due to user error rather than a product defect.
  
  
  Maintaining proper water chemistry takes some getting used to and we're always happy to help at the store level.  We're always empathetic to the needs of our customers and upon request, we can provide detailed written instructions as well as in store water testing.
  
  
  We are committed to providing excellent customer service after the sale and will always help our customers resolve and issues that they may encounter.
  
  

  

  Business response

  07/10/2023

  Thank you for bringing this to our attention.  We always value customer feedback and take all concerns seriously.  After thoroughly investigating the matter, we have determined that the issue experienced by the customer was due to user error rather than a product defect.
  
  
  Maintaining proper water chemistry takes some getting used to and we're always happy to help at the store level.  We're always empathetic to the needs of our customers and upon request, we can provide detailed written instructions as well as in store water testing.
  
  
  We are committed to providing excellent customer service after the sale and will always help our customers resolve and issues that they may encounter.
  
  

  Customer response

  07/10/2023

   I am rejecting this response because: This is not a water chemistry issue, it is an equipment issue.  The product has been faulty since delivery, as explained in the initial complaint.
  
  
  

  

  Business response

  07/24/2023

  We're sorry that our last response was rejected.  In an effort to understand the rejection, please let us know what warranty concerns you have in regards to the spa not functioning properly.
  If we can systematically explore the concerns, I'm sure that we can find a solution that will resolve this issue.
  
  
  We're dedicated to providing the best customer service and in an effort to work on the water chemistry aspect, we would like to invite the customer in with a water sample so that we could see if we can make some additional suggestions to help relieve the ongoing frustrations.
  
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a pool from The Great Escape 12/20 and it wasn't installed until 7/21. The subcontractor that they picked was a nightmare to deal with from day one between just basic communication (they never returned phone calls or emails) to their quality of work. There were divits on the floor of the pool that developed within the first 2 months. I was told by TGE to take pictures if the divits and send to them and the contractor. I attached the email I sent to both of them 9/21. I never heard from the subcontractor again and the person at TGE told me that there was a 25yr warranty on the liner and if anything happened it should be covered. Now there is a leak somewhere becuase I am having to add water every 2-3 days so the water level doesn't go below the skimmer and ruin the pump. I spoke with **** at TGE and he said the warranty only covers the liner if there is a problem with the seams and not for leaks and we have to get some goggles to find the leak & fix it ourselves. I feel that since I notified them barely 2 months after the pool was installed by the subcontractors THEY CHOSE and neither of them did anything then, they should fix the problem now.

  

  Business response

  07/18/2023

  We're sorry to hear about the leak in the liner.  We know how frustrating that can be.
  
  
  We would be more than happy to assist in expediting the warranty process and even find some ways to circumvent it for the customer.   Locating and patching the leak is solely the responsibility of the customer.  We can definitely provide some guidance or recommendations on how to proceed with the process.  Please let us know if you'd like some tips for finding and patching the leak.

  Customer response

  07/21/2023

   
  Complaint: 20332597
  
  I am rejecting this response because:  Since I immediatly notified your company as well as the subcontractor YOU CHOSE to install our pool of the issues with the liner and was told that the warranty should take care of any problems the might happen, I shouldn't have to do any of the work.  I made you aware of some very deep divits along the sides the metal braces at the bottom of the pool and that I could feel the edges of the stone blocks that were used.  This is an installation issue and should have been taken care of then instead of waiting for a leak to happen!
  
  Sincerely,
  
  ***************************

  

  Business response

  07/24/2023

  We are very sorry you rejected our informative response for your initial liner concern.  A swimming pool requires care and maintenance to ensure a safe and working environment in and outside the swimming pool area.  If there are issues that arise outside the warranty period for any of our products or services, that is the responsibility of the swimming pool owner.  We would like to assist you in any reasonable manner to help rectify the situation.  Please contact our store manager where the pool was purchased for an immediate response.  Thank you

  Customer response

  07/28/2023

   
  Complaint: 20332597
  
  I am rejecting this response because:  I understand pools require care and maintenance, and I do that weekly.  The problem is with the poor quality of the installation done by the subcontractor your company hired and I had not part in choosing.  If I did have a part in it, I would have requested a different subcontractor since the reviews for that company were very poor.  The divits along the metal supports and stone rocks at the bottom of the pool were reported to **** at the ******************* store immediately after installation and I expressed my concerns about them causing leakes at that time.  They are not "minor imperfections" as he referred to them. They are at least 3-4 inches deep and you can feel the hard edges of the stones!  I was told that the liner has a warranty if anything were to happen.  I have already spoken to **** and was told to "get some goggles to find the leak and patch it".  What I want is for the divits to be fixed before anything worse happens.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/04/2023

  ********************,
    Once again, I have to state that labor for the pool installation is 6 months. The Great Escape adds an additional 6 months so that the ground has a full year to settle with the water weight on it from the pool structure. Your pool was installed successfully in July of 2021. Thats 2 years ago and a full year out of warranty. Your divots are due to ground settling and minor cracking of the ground surface where sand fell through the cracks. Your claim does not fall under a warranty provision. No one can tell whether your ground will settle. In fact, most grounds do not. However, Thats an easy fix for a crew and it would take 1 day. Any pool installer of your choice can complete this task. 
  Let ** know if youd like some recommendations of pool installers that do a lot work for The Great Escape. Wed be happy to provide you with a few so you can get an estimate. We hope you continue to enjoy your pool. We are considering this matter closed. Thank you. 

  Customer response

  08/07/2023

   
  Complaint: 20332597
  
  I am rejecting this response because: Once again, I need to remind you that I notified **** at the *************** location about the issues with the pool less than 2 months after installation and he did nothing!  The divits where you can see the outline of the brace and actually feel the stone block are the most concerning since they are at least 3 inches deep and what I want fixed. Those happened almost immediately after installation and have nothing to do with the ground setteling.  This is an installation issue and should be covered.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩