The Great Escape Mentor — Local services in Mentor

So disappointed with my service. Last year I bought a table 6 chairs and a sofa and two chairs. This year I decided to add more pieces. I wanted a storage box and a ottoman. On your website there are no sizes for the storage box and I literally called every store to ask someone to please find out the size for me. And I got a lot of I’ll call you back. And never got a call back. I finally went to the Mentor store where the manager Dave took care of me. Only after walking around your store and having to find my own sales person and trying to get help. After being in there for 10 minutes without being greeted… I ordered both pieces and was very happy until the Ottoman came with the wrong cushion. I Immediately called and he apologized up and down About the mistake. He said he would bring Order one and bring the new one out to me The following week when it came in. Well the following week came and went without hearing from him. I called on Monday and spoke with him and he said let me go see if it’s in I will call you back. Of course he never called me back. I waited till Tuesday at 1 o’clock and I finally called him. He did apologize but I don’t feel as if I should be chasing you down for your mistake. As he said when he looked at my order I am an extremely good customer. And I have been treated poorly. And then the person that told me what a great customer I am and was so apologetic that I had to call around to every store to get a size and never even got a phone call back… Does the exact same thing to me. I have been to your Macedonia store and had to beg to get service and your mentor store and had to beg to get service. It’s a shame you guys are the only ones in town to get some of these items from. I recommend your product but I sure don’t recommend your service. I give it an F minus. That’s it in a nutshell… Besides me calling people back who didn’t call me various other things that I didn’t include. Otherwise this review would go on for another 10 minutes. You need to get some sales people training. You need to have some secret shoppers. You’ll see that people aren’t even greeted when they walk in your store. And I’ve been in your stores many times while I was picking and choosing what I was going to buy. A very disappointing Experience… I will be looking elsewhere Like Ohio pools and spas for my hot tub...

BUYER BEWARE ‼️ In October 2024, my husband and I purchased a pool from The Great Escape for over $10,000. We were very clear during the purchasing process that we needed an electric heater, as our home does not have a gas line. The salesperson confirmed this and even discussed with us how to set it up using a 240v connection. However, upon delivery, we discovered that they had sold us a gas heater instead.

When we contacted the store about this issue, we were told we would need to pay an additional $800 for the correct heater—even though our pool had already been paid in full for months. This was the first of many issues.

Scheduling the installation was an ongoing struggle. We had to call repeatedly to get on the calendar and received no return calls until I escalated the issue by calling the store manager directly. Once we finally received a response, we were told that they had tried to reach us—which is completely false, as neither my husband nor I received any missed calls or voicemails.

On the day of installation, the installers arrived several hours late. When they left, they left behind a mess and did not properly install the pool. Their improper installation caused our yard to flood. In addition, several components were either missing or not installed at all. I found bolts and pieces scattered in the mud. When I called the store to report the issue, I spoke with a very rude employee who ultimately hung up on me.

This forced me to drive to the store in person, just to get some form of support and stop the flooding. The only “solution” we’ve received to date was to “put a sock in the filter”—which is entirely unacceptable.

As of today, we still have not heard back from the installers regarding when they will return to properly complete the installation. This entire experience has cost us hours of our time and undue stress. What was supposed to be a hassle-free purchase has been a nightmare from start to finish. Dave has been the only one who has been helpful and...

I want to take a moment to say how incredible Dave and Patrick are. I am a long standing Great Escape customer and have gotten to know Dave over a few years. His character is amazing, he is humble, kind and honest. HE Is the reason I continue to shop at the Mentor Great Escape. I have bought a pool, filter systems, countless supplies (ugh) and even patio furniture. Dave recognizes me when I walk in and makes the effort to engage me, even when he is busy. He knows how to build professional relationship. Recently Dave went to bat for me on a failed pool wall. 20,000 gallons of water gushed against my home and patio retaining wall through a 3x3 hole tearing the pool wall. I shared this with Dave and he politely shared that he would submit it for warranty. Here’s what’s weird, HE ACTUALLY CARED!! Great Escape is sooo lucky to have him on staff. So I stopped in the store a week or so later to see what was happening, Dave was on vacation but Patrick said, “can I help you since Dave’s not in?” I said I was just checking on a warranty issue, I check when Dave is back. Patrick then says,” are you Mr. Verdi?” I said “yes, how did you know?” He said “I happened to see your warranty claim was approved”, and he showed me online. Patrick didn’t need to get involved but he very kindly did. Most sales people would not have engaged me. So, I am very impressed with these men and as a business owner I know the value of employees that can create business relationships with customers AND prospective customers. Dave and Patrick are young men with integrity and affable spirits.👏 Great Escape is where I shop…period. Thank you Dave, Patrick, and Great Escape for standing tall and doing the right thing🙏 Blessings to you...