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The good, the bad, and the ugly - discover what customers are saying about The Great Escape

Welcome to our customer reviews and complaints page for The Great Escape. We understand that making informed decisions about where to invest your time and money can be challenging, which is why we've created this platform for our community to share their honest feedback about their experiences with The Great Escape.

On this page, you'll find a comprehensive collection of reviews and complaints from real customers who have used The Great Escape's products or services. Our reviews are authentic and unbiased, providing you with a complete picture of the company, its products or services, and their customer service.

Whether you're considering doing business with The Great Escape, or you've already had an experience with them, our community's reviews and complaints will give you a valuable perspective on what to expect. Our goal is to help you make informed decisions about where to invest your time and money, and we hope that our platform will be a valuable resource for you.

Please feel free to browse our reviews and complaints and share your own experience with The Great Escape. Your feedback is an important part of our community and will help others make informed decisions.

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4:04 pm EDT
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The Great Escape False Claims

Employees make false statements about warranty. I spent over $10, 000 on a pool with these guys last summer. One of the things I bought was their "best" winter pool cover. The employee who sold it to me said it was warranted against punctures. Last spring, as I was taking it off, I noticed a hole in it about the size of a dime. So today, I take the cover in to the store and ask what to do about it. The assistant manager and the manager (Andy, who sold me the pool) said only seams are warranted. I told them the kid who sold me the cover ( about a month after I bought the pool) said it was warranted against punctures. They both said, no, it's not, and I'll have to buy the repair kit if I want it. We're talking about a $2.41 repair kit. They wouldn't budge. How short sighted and petty! From now on, I will buy nothing from that company and tell anyone who asks what jerks they are. Unless you want the same treatment, spend your money someplace else.

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9:07 pm EDT
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The Great Escape Pool Service

I will NEVER use this pool service company again!

I spoke to Kyle & left several messages for Matt Coglan (owners) about continuing issues with their service department. The pool service manager Andy is unreliable, does not finish the job, does not return phone calls and has a serious problem with communication.

We originally scheduled a pool cleaning, filter hardware issues as well as a heat exchanger problem. Andy showed up, took a water sample promised to return to clean the pool. Didn't hear from him again until we contacted the owners. Andy showed up this morning (a week later) with his crew. His crew cleaned the pool, handed me my bill and left. No-one looked at the filter and Andy did not address the heat exchanger issue.

After a brief inspection, I realized that the pool cleaning was incomplete. There is still staining, a white chalking layer on the gel coat as well as rust stains. I have MANY pictures documenting the condition of the pool. I will never use this pool service company, especially after Andy's yelling tirade after I called his boss. I certainly would never be home alone with them again.

**After an inspection by another pool service company it appears that Great Escape destroyed the gel coat layer of my fiberglass pool.

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3:56 pm EDT
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I am so DAMN fed up and pissed off at The Great Escape. We bought a pool there, over $5000.00 and over FIVE WEEKS AGO. We were PROMISED installation THREE weeks ago, but someone dropped the ball with permit requirements. IT IS A DAMN JOKE. THEY DON'T CARE - THEY ALREADY HAVE MY MONEY. NOW I AM PAYING INTEREST ON SOMETHING THAT I CANNOT USE - AND GOING ON...

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5:56 am EDT
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The Great Escape No refund

We purchased a hot tub and gazebo from The Great Escape and have had nothing but problems. We paid for a new Gazebo and they installed a very damaged floor model.It was installed backwards, the windows were broke, hinges were broke, pieces of wood were carved out, the frame was bent and the door will not shut. We have called over and over and no one EVER returns our calls. It has been almost impossible to speak to a live person. We now have a spa that is just sitting in our backyard yard and we are unable to hook it up until we resolve this issue. The manager at the Aurora store has yelled at me and said there is nothing he can do and the manager of customer service will not return our calls. I have asked for a full refund but no one is calling back.

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dszarka
Westlake, US
Jul 11, 2011 10:03 pm EDT

I spoke to Kyle & left several messages for Matt Coglan (owners) about continuing issues with their service department. The pool service manager Andy is unreliable, does not finish the job, does not return phone calls and has a serious problem with communicatio.

We originally scheduled a pool cleaning, filter hardware issues as well as a heat exchanger problem.

Andy showed up, took a water sample promised to return to clean the pool. Didn't hear from him again until we contacted the owners. Andy showed up this morning (a week later) with his crew. His crew cleaned the pool, handed my a bill and left. No-one looked at the filter and Andy did not address the heat exchanger issue. After a brief inspection, I realized that the pool cleaning was incomplete. There is still staining, a white chalking layer on the gel coat as well as rust stains. I have MANY pictures documenting the condition of the pool

I stongly advise against dealing with this pool service company, and after Andy's yelling tirade, I certainly advise against any woman to be home alone with them.

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