The Great Escape Canton — Attraction in Jackson Township

Every story has the good, the bad, and the happy ending. Here’s ours.

We bought our first above ground pool from The Great Escape over Memorial Day weekend. Trevor was our salesman, and he was excellent at answering any of the many questions I had, as well as working with me to upgrade my pump/filter to a DE system. He explained everything with the package, and gave us a quote for everything, which we took home to ponder on. The next day, we returned to The Great Escape to purchase the pool. Trevor wasn’t in, but Corey recognized us from the day before and helped us make our purchase. After finishing the pool purchase, Corey helped us to pick up all the chemicals and pool supplies on my list. He was very knowledgeable, and recommended buying the shock in bulk, as it was cheaper and on sale.

Now for the bad- when it came time for the delivery, Transmotion had a truck breakdown. They called a few days before to give us a 4 hour window, which is typical of large deliveries. They didn’t bother calling us to let us know they were running late, nor that they were still coming. At around 5pm, I started making phone calls. I spent a few hours on the phone calling The Great Escape, Transmotion, waiting on hold, and working to get answers before they closed for the day. The driver showed up at 9:30pm, no lift gate, no pallet jack, no forklift. We unloaded with our skid steer on our own, luckily we had that ability. This was for sure on the carrier company, not necessarily on The Great Escape. They were also not made aware of any issues or delays, and were left in the dark just as we were.

We realized the next morning that one of the packages had someone else’s name and order number on it, and got worried we may be missing items. We took a look around the pallet, and we realized our pump and filter was missing. We didn’t know if it was missing from the delivery or if it just wasn’t sent, but knew our installation was setup in 3 days, which was concerning.

Back to the good- We called into the store with the concerns, and spoke with the store manager, Brian. Brian was able to get us a filter and pump system, getting parts from several stores in the area and sending it with our installers for our Tuesday delivery. We felt like we were being annoying, as it seemed like we had several issues back to back, but Brian never made us feel that way and sympathized with us through everything. He really wanted our experience and pool to be perfect!

Even with having several issues to fix, Brian went way above and beyond, was super helpful, always personable to work with. He made sure we had everything we needed, the installation wasn’t delayed, and that he made things right.

The installation with KCE Pools was awesome, they moved fast! Once they were done, they smoothed out the liner while the pool filled, gathered up all of the trash, and walked me through using my pump/filter.

Overall, we had a pretty great experience. Yes, there were some hiccups along the way, but in the end, we have a gorgeous pool setup in the backyard, and we will be swimming in it very soon! Brian, Trevor, and Corey were all excellent to work with, and we’d definitely recommend The Great Escape for your backyard pool needs!

In case you're wondering what model this is- it's a 21 foot, 54" deep Zion. It is so pretty in person, we love...

I had written a review a little over a week ago but had removed it because I was eventually contacted by management. We purchased our pool (above ground round) in February of this year (2020). Prior too and after installation in May, the week of the 18th, we were unable to get in the pool for several days due to poor weather, cold water, etc. When we did get in for the first time several days later, we discovered a small hole in the liner, approximately 2 feet under water. It was very difficult to get a hold of anyone and I ended up going to the store and was not pleased with my service. I never accused anyone of wrong doing, I just was in shock our brand new pool had a hole However, a manager did call and we seemed to settle everything. The installers came out and patched the hole and I was assured a new liner, chemicals, and water at the end of this season or beginning of next, my choice.

We then cover the pool with the brand new solar cover. The solar cover sinks over and over again. It will not cover the pool. We remove the cover and literally every single bubble is popped on the cover. I'm not exaggerating. Every single one. HOW? I figure it must have been defective. We go back to the store and they order a new solar cover for us, thankfully free of charge, and it will be here hopefully this week (of June 8th).

Wake up this morning and notice immediately that the water level is QUITE a bit lower than it was yesterday. I can tell, because remember, we don't have a pool cover at the moment. I go around to the far side of the pool to huge puddles of water. The chlorinator hose blew out somehow. How? I have no idea. But it did.

I have dreamed of having a pool my entire life. Now, I want to get rid of it. It has been exactly 18 days since our pool was installed. I may have just terrible luck. The companies that Great Escape purchases from may notoriously send out defective products. This may be a rare or regular occurrence. Whatever the explanation is, our experience in the short 18 days since our pool has been installed has been awful and I would strongly suggest reconsidering, or at least doing more research than we did. Hope this review helps...

We bought a spa from GEC during early Summer or late Spring of 2020. They upsold us from the smaller model we wanted so it ended up being almost $10K. It may have been true that there was nothing lower available bc during the pandemic there was a run on spas and pools, but they didn't actually make any attempts to call around for us. Delivery and installation went as well as could be expected, with some delay due to aforementioned conditions affecting supply and workers. Shortly after it was installed I noticed that there was a cracked panel on the back right corner. The salesman said to send him a picture which I did and it was made right in a month or so. Then maybe a year ago we had a service call bc of some electronic problem that had to be reset and a part replaced; this was done in good time. The repairman had to open up the whole front panel to test and assess the situation. When he went to put everything back together, he said that the one screw wasn't long enough and he didn't have any of the longer ones with him. This happens to be right below where the big lift hinge of the cover is. Because the screw was too small and the pressure of the cover going up and down, it worked its way out which put further pressure on the hinge, which continued to become looser and looser, and the panel is hanging open. When I spoke w the salesman, he said he'll get back to me after he investigates. He did call back and said that the serviceman said "no, he did NOT use too small a screw" that he had used the correct one. And furthermore, since my warranty was up, I would just have to pay for a service call. The point is, the damage was instigated by an action of a serviceman who was working under warranty at the time. He was not conciliatory in the least, but rather, his tone and attitude were condescending and aggressive, and there was no attempt to reason through this situation. (I want to say that his name was Jake, but I may be wrong on that.) Beware of doing business with this company, at least...