The Great Escape Avon — Local services in Avon

They were quick to cash my check, but when I actually needed customer service, they left me hanging. I was disappointed. It was between Great Escape Avon and Lighthouse Pools Elyria. I chose Great Escape and now I must replace the one year-old textured concrete walkway that their installers ruined. The worst part was that I wasn't even given the courtesy of a call back. I spoke to both Nicky and Amy who were very nice, but did nothing but pass the buck to back to the installers who simply ignored numerous phone calls. Manager (Matt), also failed to return my phone calls. It has now been 4 months and we are at the end of the season. I will eat the loss, but hopefully nobody else makes the mistake of patronizing this business. Terrible customer service and very disappointing. I guess I expected too much by expecting a call back. My mistake.

• In response to your acknowledgement... My wife gave them permission to use the gate to get to the backyard, not ruin the walkway. I assure you that if they would have advised her of their intentions and that it was likely to cause irreparable damage to the brand new concrete, she would have elected for them to use another means. I would have assumed that they would know enough not to drive a several thousand pound tracked vehicle over a 4" stamped concrete slab; further, I would have hoped that they had the decency to acknowledge the damage that they caused and apologized. Lastly, the damage was not the only issue. The fact that I left message after message (at least 5 times), and NEVER received a call back from anyone shows where the true customer service lies. As a matter of fact, it wasn't until I posted this review (several months after the install) that I received any kind of acknowledgement. I pondered not even calling because I hate to be that customer that finds something to complain about. After being ignored time and time again, it became more about the lack of respect / empathy than about the ruined concrete. Again, I guess this is what is to be expected from Great Escape. Thank you for your apology months later in response to the terrible review I left you, but in the future, I will take my business and save my recommendations for Litehouse Pools in Sheffield Village. They are great! To all reading this review, please do not make the same mistake that I did by giving...

Last week I wrote up a bad review because of the way I was treated by the manager in the mentor store… He promised me a quick exchange for a wrong pillow… He was going to bring it to my house on Friday… And I never heard from him. I needed to wait until Wednesday and I called… And was not treated very nicely. Long story short you guys commented you were sorry and to please give you another try. Well today I went out to your Avon store 45 minutes away from my house to give you another try. It’s amazing that you stay in business with your customer service. The merchandise you have is amazing. But if I can’t get educated on it I can’t buy it. And to just tell me that there’s fire tables all over the place and have a look around myself. I wanted specific questions answered. To be told I’m very busy and don’t have a lot of time… It’s not the way to treat a customer. I have spent quite a bit with you. I have chairs, couch, Table, chairs, storage box… Today I wanted to fire Table. We actually found what we wanted and have decided we will drive even further to get it. I wouldn’t spend any more money in your store if you paid me to spend it. You really should do some re-training… The pandemic has her everybody and if you want to stay in business you have to wait on a customer and give them the time of day. This review will be forever permanently up now. I will not be as kind to take it down as I was my first one. It’s my third experience...

I bought a hot tub for nearly 7k. I live in NYC but I bought the tub for my Westlake residency from the great escape Avon location end of summer 2022. The hot tub had issues a few short months later after being used 2 times. That was only one of many issues. They only have one technician (Dan) and he has ownership of the company. I reached out to him through email/phone calls/messages. Phone calls went straight to voicemail. Emails/phone messages were ignored. They just got back to me 9 months later after I decided to try again to get my hot tub fixed. keep in mind; I can only count on one hand the amount of times this product had been used which is why i tried my efforts again. not only did they stall till the 1 year warranty ran out but they also hung up the phone when i voiced my opinion about their lack of costumer care. this is my first time ever leaving a company review. I don't want to bash a company or care enough to bring someone down. But please take these reviews seriously, chances you end up with a useless 600 gallon bucket of water on your yard...