The Great Escape Peoria — Local services in Peoria

We recently began researching hot tubs in the area - Peoria, IL. And because we purchased our above ground swimming pool fro Great Escape, we decided to start there. We've never owned a hot tub and were wanting someone to educate us and tell us why we should buy one over another and what features to look for, how they work, the insulation on one v/s another, etc. Went to Great Escape twice. First time talked to a younger kid who seemed somewhat knowledgeable but was obviously really trying to "sell" rather than educate a consumer. Went a 2nd time to speak to the owner, whom we dealt with when we bought our pool and have seen several times when we buy our supplies. So, we are very familiar to each other. He was less than enthusiastic to have been requested by name and took his time shuffling over to finally talk to us. When he did, he was extremely nonchalant and seemed to have the attitude of "hey i can sell these a dime a dozen. I could really care less if you buy from me or not." Did not tell us anything we didn't already know (which isn't a lot) and wasn't really interested in investing any time with us at all. Was as if we were interrupting his day, for sure. So, we kept moving. Went to San Juan, Pekin. Was hesitant because we've heard they are a bit pricier. Not really. From the moment we walked in to the very end of the hour we spent on the showroom floor, "Joe" was extremely personable and helpful. Took the time to explain things to u s that we never knew. Ya don't know what you don't know! He showed us the insides of the hot tubs and explained how they work. Never even gave us any prices until after an hour, which would normally upset us. But, did not this time because we really felt we were being educated and learning something that would help us make a better decision for our household. After we left, he even texted us and thanked us for coming in to talk. (and we hadn't even said we were gonna buy yet!) We are putting a down payment on a hot tub at San Juan this weekend. Couldn't be more confident with our decision. I don't mind paying a tad more when I'm treated like I matter...and not just another number. So word to the wise...GO...

We purchased a Viking spa June of 2022. Financing, delivery, and set up was super easy and everything was going well until around February 1st.

We went to use the hot tub February 2nd and it was cold. I tried trouble shooting and discovered that the breaker was tripped outside. I flipped it but it tripped right away again. I called the store to set up a time for Larry the service tech to come look at it since my hot tub was only 8 months old and still under warranty! It took a few days but Larry came on February 6th and diagnosed the issue as a faulty pump was causing the breaker to constantly trip.

For some unknown reason the pump wasn’t ordered until February 22nd. Larry originally told me that our pump was in and he would come March 6th to install it. March 6th came and Went and Larry did not show up. I texted him March 7th and Unfortunately, he quit “due to poor management” and I can see why. He told me to call the store so I did. I called the store March 7th to see when someone would come fix our hot tub but Shawn informed me the pump wasn’t in but said the pump had been ordered and he would check to see where it was. 10 days went by and I still had not heard ANYTHING until I called Shawn back today March 17th. He gave me the same excuse that he has not seen the pump or heard back from Viking as to why they haven’t sent the pump all most a full month AFTER it has been ordered. He assured me he would call me back today between 4-5pm to follow up and as of 5:30 I STILL have not heard back from him.

I have an 8 month old hot tub that is under warranty and has been down for going on 7 WEEKS with no resolution. Now I am concerned with additional damage to the shell and plumbing since it has been inoperable during cold weather! Yes I did drain it and blow out the plumbing to be safe, but I can’t refill it until the pump is fixed! They will gladly take your money but the customer service is TERRIBLE. I would not make a large purchase here ever again. So many better options with better customer service...

When I purchased my pool this year from The Great Escape Peoria location, they recommended having their subcontractor, Bureau County Pool Builders, install it, this was a terrible mistake. I had nothing but problems with Bureau County Pool Builders including excavation amount, the numerous piles of dirt scattered around, not being it is my responsibility to backfill around the pool and removal of all excess dirty prior, the pump not being installed close enough to the outlet I specifically had installed for the pool, the pump leaking around two seams, hose clamps coming off and water spraying against the side of my pool, too much excess hose that it is causes kinks, and the lack of response from the company. Since encountering all of these problems I decided to call and inform the manager, Jerry, at The Great Escapes in Peoria of all the issues I was facing with the company they recommended. Jerry was not sympathetic at all, he made excuses for them, and even at one point yelled at me because he could not hear my response until I yelled back at him. He did apologize and stated he would call Bureau County Pool Builders, however by this time I was fed up! I also noticed I did not receive a pool pole (for cleaning) in my pallet with all my other pool items and equipment. So I went into the store to purchase one, the sales person was surprised that I had not receive one and looked at my invoice, the invoice stated that I should have received one. The sales person stated that this happens, a lot of times the pole does not on with the pallet so they take one off of the floor stock. They did give me a pole for free, however I feel that I should not have had to go through that. I am giving this rating 2 stars only because the sales person made it right by giving me the pole at no extra cost, and because the staff has always been very helpful and...