The Great Escape - Corporate — Local services in Thornton Township

We have bought 4+ hot tubs in the last 5 years for different properties, and like all things, service calls are needed. I love the guys at the Gurnee store, but the Great Escape Corporate Customer Service department needs some serious improvement and training on the phones. Its rough calling this service center. They always have a hard time finding the tubs we bought to service in their system. I dont think this is the gals fault on the phones, but the limitations of their systems. They can only have one address and one tub on your account. Their system needs upgraded so people can have one account with multiple addresses and purchases for customer service to quickly find your tub and location. Right now, they set up multiple accounts, or sub accounts, and the ladies have to put you on hold for 20+ minutes to find the tub and address you are looking for. This seems like a limitation Great Escape corporate manager needs to figure out and overcome on the software side. My issue with the call center is you purchased multiple ten thousand dollar tubs, and they treat you like your returning a shirt at Goodwill. They simply need to sound like they care and are sorry for the issue you are having, and display some sense of urgency of getting a tech out to look at the problem. Even if a tech can not get out for a few days, at least have a good customer service voice and show care for the customer. I have been a loyal customer of Great Escape for a long time, but it might be time for a change if they do not step up their customer service game. Its great you sell nice stuff, but nice stuff breaks on your customers sometimes throughout the years, and your service call center needs to be more empathetic and show some care for...

The service department is horrible. They had someone out to my house 4 times between mid Nov to early Dec and he was still unable to fix the problem so I had to go to the shop. First pick up date was supposed to be 12/18/18, however he said the opening out of our enclosed room was not large enough, which it was as we measured, he also would not wait 2 min for me to get home (I passed him on our street). So it sat emptied for another week by the time the were able to come back out. Flash forward to 1/17/19 for delivery....however they tagged it as a customer pick up in error so it didnt get on the truck. So delivery was then set for 1/22/19...of course there was an ice storm. Yet they still came out, got the tub to the edge of our deck...one of the workers hurt himself and they left to take him to urgent care...so my tub is still currently sitting on its side, in the grass, at the edge of my deck. Cant get back here to set it up until 1/30/19...apparently they seem to think that's an acceptable way to leave a hot tub...mind you it has now snowed another several inches last night and is still snowing. Have been waiting for an hour now for the...

Very uspet that i spent 10 thousand on a pool that leaks, now they are trying to tell me i have to pay for a new liner even though its brand new,,, its not the installers they are willing to come change it out free of charge but great escape wants me to pay for a new liner cause they cant find out where the whole is , now let me tell that we had 4 people come out and they cant find a leak or whole but its loosing water every day ... but wants me to pay for a new liner... im not one to complain but i have went all summer filling my pool up a couple of inches every couple of day spending money on my water bill... but they wont replace the liner for me.... also when i spoke to steve he said dont worry its covered and ssaid he ordered me a new liner , but steve aint there for some odd reason and now gus and tony want to charge me ... just very upset and will not come back there to buy anythiong for my pool cause of all the hassel i went threw all summer...