The Great Escape reviews and complaints

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.

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.

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.