The Great Escape Algonquin — Local services in Dundee Township

I cannot tell you how frustrating my experience has been with The Great Escape. I ordered a brand new Viking Hot tub in February 2025 and it was delivered and placed in a custom screen porch I had built. Unfortunately, after hooking it up for the first time, it immediately leaked. After not 1, not 2, but 3 service calls (that took place over months because the wait time for service calls, even when its an emergency, is a while). At first I was told I may be liable for the leaking (??) but eventually they admitted I received a malfunctioning tub, despite it being brand new. Oscar was an amazing service tech but everyone else I dealt with gave me appointments 2 weeks apart and not much assurance.

I understand mistakes happen and things being out of control, but at no point did I feel that the several $1000s of dollars I spent should garner me this level of "bad luck" and waiting time.

Meanwhile, the leaking ruined the flooring of my brand new decking and I was told I would have to pay an uncharge for a replacement hot tub model since they no longer made the same model. I eventually argued for weeks about the construction costs I've accrued and did not have to pay extra. Yet, I literally had to take down a wall of the porch to get the new one in which cost a ton out of pocket.

Well update - the replacement tub just got delivered and it is cracked on the side. I'm told maintenance will give me a call to come and replqce the piece "at some point." I can't believe this low quality service. At this point I'm seeking damages.

So if you're looking for a stress-free route to buy a hot tub with service people that will help you see the process through to the end in a timely, reassuring, and positive way, The Great...

Some sales guys would lie through their teeth to make a sale. We looked through several pieces where the salesperson kept saying that the product was either out of stock or delivery will be towards the end of June. After a while he pointed out there was a set that was available for delivery on 5/25/2021. We immediately put the down payment and eagerly looked forward to the delivery tomorrow. Having received no call from the salesman who incidentally happens to be the manager Dan, we called the store only to be told that he had made a mistake with the date and that he had called us and left a message. This is an utter lie. We did not receive any call and are sure that this is Great Escape's underhanded, cheap, sneaky way to secure a sale. We were wondering why this location on Randal Road had a two star rating. With managers like Dan, I'm surprised they are even getting this rating. If there was a negative rating, I would definitely give it. Businesses cannot afford such cheap tactics, especially during a pandemic when people are extremely conservative about splurging on items such as patio furniture. Besides, there are excellent stores on Randal offering exceptional service. I wouldn't be surprised if this place shuts down...

Our sales man Barry was very eager to sell us a 10k pool. We purchased it and waited 4 months to have it installed. It was re scheduled 3 times by him. They came to install it and the installers did not hook up the pump or heater as we had paid to get done. We asked them to do it and said for $350.00 cash more they would. That was not part of the deal but we paid it and they said they were all done. Upon getting the pool filled by a water company the hoses to the pump all fell Off as they never clamped them even though the clamps were there. This caused us to spill over 1000 gallons of water that were had purchase. Had to re clamp all hoses and put all clamps on ourselves and call water company to come back and refill. Called Barry 6 times finally called back and stated I don't know what to tell you. That was his answer to us spending more money that agreed on and not doing the job correctly. I can't believe all the money we have spent there and there is a huge lack of customer service , call back and follow up. Will never go back and will make sure we tell anyone asking about our horrible experience with the great...