The Great Escape Aurora — Local services in Aurora

If I could give 0 I would. Let me start from the beginning. We purchased the pool in May. It was on back order until 06/22. We received it 06/23. We had it installed 07/02 by the people that were hired by Great Escape. They installed it and we filled the pool. Done? Nope. As we are walking around the pool we noticed that something sharp is poking through the liner. Almost like it was not covered with enough sand. It also has a huge divot. Probably the size of an average forearm. Okay, we call the Great Escape who called the installer who called us back. In order to fix the problem the pool will have to be emptied. I called Great Escape the next day to speak to Evan. I called at 10am. He was with a customer. I called 7 more times until my last call at 7:30 before they close. I never spoke to anyone except the poor woman who kept taking my messages. Next day 12:30, still no call back so I call. Well, Evan actually answered. It was a miracle. Finally, the nice guy who helped us purchase the pool. Apparently, I caught Evan on a bad day. I told him the situation and he said nope water is not covered. Here are some of his quotes from our conversation “ We are really busy and I don’t have time for this” “ It is what it is you signed the paperwork saying we aren’t responsible for water” “ You can talk in circles and repeat the same thing over and over but it won’t change anything”. Look, I paid him compliments telling him I know this isn’t his fault but we are being screwed over. I just wanted to some form of customer service and compensation for the fact that I had nothing to do with what is wrong. Sure I signed the contract that they are not responsible. I also signed it trusting they would take care of our family. I am disappointed in everything after install. The way I was talked to today was awful. It is too bad because we had more purchases planned through Great Escape. Since they are so busy, because everyone is buying pools customer service goes out the window. I guess when the ink is dry they don’t care about you anymore. Go...

We bought our pool through TGE in fall 2020 when everything was shut down and shortages were everywhere. We worked out a purchase for the following year and had no problems with the transition from our old team member to a new one this spring. The installation was pre-planned for us and everything went well including securing a payment plan. Since it was installed in June I have called and visited numerous times to learn and the pool specialists at this location are knowledgeable and extremely helpful. Facebook advice simply doesn’t compare. They don’t try to sell me chemicals or parts- they just tell me what I need to do to maintain what I already purchased from them. I do like buying my supplies here because I know the ratios and percentages will be correct on the chemicals I use. They even offer advice when experiencing shortages so you can enjoy your purchase longer. I’ve spoken with Joel and Chris, specifically, and possibly a third specialist and all of them take as much time as I need to explain my inquiry and inform me as much as they can. I cannot speak for billiards or furniture but I would imagine their customer service is exemplary all of the way around on an every day basis. I will continue utilizing TGE for my pool needs...

In July I purchased a new pool from Great Escape Joel was my salesman after the installation I was very upset with the installer which I still am upset with them because of there mistake I had to raise my whole deck to accommodate my new pool I was very upset and didnt get any help from owner Mark Smith in helping me solve the problem that he left me with he wouldnt return or answer calls once paid so it was left up to Great Escape to compensate me for the trouble and let me tell you Joel at Great Escape did just that he gave me at no charge a few hundred dollars worth of things I needed for the pool and he responded back immediately to my review because of that I will remain a loyal customer of Great Escape Aurora store Joel has kept his word on compensating me and he is also very helpful with guiding me with the chemicals and proper ways to maintain my pool very informed and knows his products very well I kind of felt bad that Great Escape had to bare the cost of the huge mistake Precision pools made but I am thankful that Joel kept his word and helped me in other ways to me that is a stand up company and I will go nowhere else for my pool products Thank you Joel I very much appreciate what...