My negative review did garnish a lot attention from Great Escape (Joliet) upper management. I was truly surprised to receive calls from a board member and regional manager. Had a nice sit down with Tony and he was very empathetic with my issues and was sincerely apologetic! Was extremely generous with a store credit for inconveniences and a continued promise to ensure customer satisfaction personally. I sincerely appreciate the level of attention I received from my original customer review. read more

The Great Escape - New pool 9-25 - Hot Tub & Pool Near Me - Joliet, Illinois

This review is for the service department, not a store location. I called service to send someone b/c my hot tub was making noises there were not normal. I have had the hot tub for 3+ years. I knew there would be a $100 trip/travel fee and was told labor charges would apply if anything was done. The first thing the tech said to me was there was nothing wrong, nothing to fix. There was nothing extreme at that time, but it was obvious to me that something wasn't right. The tech then told me I messed up the chemicals most likely (my issue was w/sounds moving through the pipes in the hot tub and how the jets were working/blowing out water, not sure how chemicals would cause that and they were on point at the time the guy came (he didn't check so couldn't say otherwise). He stayed for another 20 minutes repeating that to me, to the point I had to ask him to leave b/c there was no point of him staying. I was shocked when I saw the invoice where he charged $30 labor. After i was told I would be notified and approve any labor before it took place ... and noting he did not do any labor, he told me it was all find, so how was there labor? When I called to complain I was told the $30 was for when he offered to clear the reminders that flash across the screen. Mind you that was not part of the original complaint, nor did I ask for it, or was I told this would be "labor". The manager at the service place didn't seem at all bothered about this scenario then offered a $30 gift card to make up for the labor charges. Great, but the fact that no one is concerned I got charged labor for "nothing is wrong" and just wants to send a gift card rather than address the issue is sad. ***Fast forward to 32 days later, my hot tub failed with flow issues and not heating (things that make the noises I called TGE out to look at and was told nothing was wrong). I call back, met with the same condescending manager who tells me since it was past the 30 days I would be charged another $100 trip fee. That close of a window, after the tech told me nothing was wrong and had to be asked to leave and charged labor services there should be a grace period when the hot tub fails. My HT broke within a few months of purchasing, but it was under warranty so no issues. So, I would definitely NOT recommend buying anything from TGE b/c once your warranty is up, they don't care and will make it extremely maddening/frustrating. I ended up calling another service to come out and fix it and that is who I will be going with. TGE has the lowest trip/travel fee, but that is probably b/c the labor charges start right after they get to your house even though they tell you nothing is wrong.. that is how they recoup the difference. They have 40 complaints in 3 years through the BBB and majority is surrounding the service department with the same complaints/stories I have. Beware. read more

We've had a great experience with The Great Escape. We worked with Gus who is very knowledgeable and helpful. When we had issues and questions about the pool (and we had a ton of questions as new pool owners) he offered us help all along the way. We had it installed by their contractors (A&J). Very professional and work hard. You don't often come across a business that supports you AFTER your purchase more than before. Highly recommend if you're looking for a pool, spa or anything outdoors to go to The Great Escape. read more

I bought an infrared floor model sauna at a signifigant savings after being assured I would love my sauna, and Tony and Gus were not wrong. What they told me is exactly what happened after using the sauna. I think this is one of the best investments I have made. I feel soooooo much better after using it. Both of my knees need replacing and the sauna isn't a cure all, but they sure feel a whole lot better after a good sweat. I would highly suggest going to The Great Escape and talking to one of them about purchasing one. You will NOT be dissapointed. read more

I have been going to the Joliet Great Escape for about four summers now. Every question I have always had they always have the answers. Unfortunately, we were having problems with our pool motor already. I stopped into the store this past Monday and spoke to Tony. We had to buy a new motor. Tony said he would find someone to help put in the new motor. The following day Gus texted me and came out the next day. He came with his tools and extra supplies, if needed, and replaced it for free! Both of the managers went out of their way to ensure I was taken care of. Thank you so much Tony and Gus. It is much appreciated. read more

The Great Escape has horrible customer service. Once they Escape with your money, good luck getting anything done. We recently purchased a pool package to replace our tornado damaged pool. During Install, we were told that the Great Escape had delivered the wrong size liner. The Installer instructed us to immediately call the salesman which we did. The Salesman Tony, advised us that he is on vacation and to call the store and ask for Gus but to also send him (Tony) a phone number that Gus could reach us at. When we called the store we were told that Gus was with another customer. I advised that this call was urgent because the installation crew was waiting to learn if Great Escape had the correct size liner in stock. Gus refused to come to the phone after several seperate calls to him. Finally, the installers packed up and left with the pool incomplete and mounds of dirt and parts left in our yard. All because they could not complete the job without the correct liner. The installers advised that they will have to return next week once they have located and obtained a proper size liner no thanks to The Great Escape. Horrible service, Horrible Salesman. Save your money and headaches and go elswhere. read more

The Great Escape - Hot Tub & Pool Near Me - Joliet, Illinois

I'm very happy with the sale & install of my pool (Aug 2019). Gus was awesome at explaining everything in detail since I never owned a pool before. From the beginning of sale, installation, balancing water chemicals we had nothing but a great experience with the Joliet location. Highly recommend read more

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I am writing a second review to compliment Tony on showing professionalism and interest in our spa problem. The service tech came to our home yesterday and put in a new heater. We are feeling good, that our problem is over, and we can enjoy our spa for many years to come. Thank you Tony, for helping and showing concern with our situation. From Sherry read more

Went in to Great Escape (Joliet) on Jul 22. Spoke with Gus who instructed us to call/text when we call Julie so that someone can come out to survey and see what size pool we can get. I texted back on the 25 that Julie came out and flagged the yard. He said someone would be out over the weekend. So now the weekend has come and gone and no call or show?? I looked into the installers and there are all negative reviews on the company. Since they didn't call or show and i seen ALL negative reviews I asked for someone else. Apparently that was too much to ask for because since Then Gus has not returned my call/text. So July 31 rolls around and I message Gus again (text pictured). I don't think it's rude or pushy to just be ignored. Buying a pool is a large purchase in my opinion and I would like someone who has Atleast one good review unlike the people he kept pushing on me. Today is 8/9 and still no attempt to call me on a pool. read more

The Great Escape - Hot Tub & Pool Near Me - Joliet, Illinois

We had some issues along the way in the process of the installation of our pool. Tony made things right. He gave us a partial refund and added in some extras for us. Tony gave me his cell number and responded quickly throughout the process. Thank you again for making the situation better. Thank you read more

I never dreamt I'd have my own sauna and I just got one for under $3k! I can't believe what a difference it makes - major improvement for my sleep, my skin feels amazing, and it even reduced my stress. Gus recommended I try it and it's a gamechanger. I really appreciate how Gus and the whole Great Escape team really go above & beyond to help you. I bought a pool there a couple years ago; I'd be lost without their YouTube tutorials and helpful team giving me pool maintenance tips. I've also bought 3 sets of patio furniture there, best quality ever and they deliver & install it for you. Their furniture warranty even covered when my puppy ate a cushion! I can't say enough good things about the service and the quality I consistently get from Great Escape in Joliet. read more

Service Department - we bought our Jacuzzi hot tub from TGE. We had a few minor issues but Grace from the service department is amazing. She is quick to respond, professional and polite and always answers my questions. I like that she is honest and doesn't try to give me the answer I want to hear but tells me the truth. Sales - super easy to get the hot tub best for our family once we discussed our needs. Everyone is polite and professional. The manager gave us his cell number in case we had questions. Never having a hot tub before, I definitely had questions. Tony always returned our calls, always patient and kind. I've had my water tested several times and knew what I needed to do to take care of my problem. They don't try to sell you products you don't need. I've used TGE for our pool but am very happy we purchased out hot tub from them. read more

5 stars for installation: We contracted with Great Escape for our 24' above ground pool and could not be happier with the installation process and final product.... However..... Save yourself the hassle of testing weekly chemical levels and having to purchase specialty chemicals and go down to Des Rochers and Shorewood. Purchase your chemicals for the season. Weekly 3 Step chemical process completed in 5 minutes. We saved $$$$ and time vs. Great Escape's chemicals. Plus the sales staff in the chemical department always seemed I knowledgeable and unprofessional. Also, the "new & improved" blue cartridge filters are horrible from Great Escape. read more

We just bought a pool from Jason. He has been very helpful a patient with us. He helped guide us to what was best for our needs and budget. We went looking other places and some places did not give us the time of day. Thanks Jason! Sharon and John Anderson read more

Tony, you guys at the local store between you & Gus are wonderful. Even the service - John is awesome. But the girls that answer the phone & book service appts are rude. Unfortunate these hot tubs require a lot of maintenance. I wish the store serviced directly. read more

Very expensive! We went there shopping for a pool and patio furniture. The pool we bought in February. I highly suggest you buy it then because you can get it for under half price! As for the furniture, wow is it expensive. Be prepared to spend a bundle. The staff is friendly and helpful. I've even called there a few times for help and they were most helpful and took the time to answer all my questions. They weren't too pushy read more

What a worthless place of business. They overcharge you for everything you buy and when you have one problem with something that you bought there they tell you that "their protocol" is not to accept returns on it. I've bought every item for my pool at this place for years knowing that I can buy it for less on amazon but I'm trying to support my local businesses. I will never buy another product there again. Store management is a joke. Buy from amazon and save some money. The manager sure does not care. read more

Just stopped in to pick up some chemicals for our new hot tub, and we were blown away by the incredible customer service we received from Mike. He went above and beyond and helped us to understand our system and what we should be using to maintain it. He took the time to sit with us and explain everything in detail. We never felt rushed, and will definitely be back to get our water tested for free. What a great experience! Thanks, Mike! read more

Had our pool installed Thursday and couldn't be more happy with our choice of pool .. we worked with Gus not only is he friendly and easy to work with but extremely knowledgeable about pools . They set us up with great installers ask for Jose (Ricardo) you won't be disappointed, they treated my home as if it were their own. Very good experience would definitely reccomend. read more

We purchased a 400 series Jacuzzi in Oct. 2017. It has been running through the cold winter with zero problems. Everything our salesman Tony C. said about the brand and model was spot on. We shopped around and researched different brands and we picked the Jacuzzi after wet testing . Tony helped us make the best choices on options and financing so we could to stay in our budget. After our purchase I was happy with the help we received from the entire staff at Great Escape concerning water chemistry and operation of the unit. read more

Love that they write their own reviews. NO ONE in the store except the mask police. I never liked this store their prices are too high. Get much better products at In The Swim online! Don't waste your money here. Will never go there again. Much better choices elsewhere. read more

Everytime I shop here, I leave frustrated. The problem is, they are pretty much the only show in town for pool supplies. Today I was in the pool are for about 15 minutes, before anybody came up to offer me assistance. Then I was explaining to the girl what I needed as directed by the person at the front counter and she helped me look but couldn't find what was we were looking for. So she left to go clarify what the product was, came back and we looked again. Then she left to go check inventory on the computer, was gone for another 10 minutes, only for me to discover that she was now helping a different customer. The level of customer service at this location is really hit-or-miss. Honestly I think their prices are kind of expensive as well. read more

Gus is the best pool guy ever! Opened up my pool to a swampy green mess, made a visit to the store, talked to Gus and with his instructions, my pool was clean by the end of the day! While others are still struggling to get theirs clean mine is crystal clear!! Thank you Gus!! read more

The Great Escape - Hot Tub & Pool Near Me - Joliet, Illinois

Bought our pool here in 2013. Our salesman, Tony, was great. He answered all our questions! Very satisfied!

Employees here are awful. No one greets you, no one is ever on the floor to help (at least not in the pool section) and when you do find someone, they can't answer your questions. The store is clean and there's ample parking at least. read more

I have a Jacuzzi hot tub and I don't know what I would do without the technicians from Great Escape. They are always spot on with their diagnosis and service and they are happy to talk preventative maintenance to educate the consumer. I never feel worried or cautious about their service advice. Hands down they are my favorite go to for spa service. read more

We bought our pool there 3 seasons ago. After installation, we felt pretty much like we were just a "sales win" for them. No information about pool chemical use or how to use the vacuums and equipment. I spent hours on the internet. This year we couldn't get our water to clear up. After spending over $100.00 in pool chemicals, I took my instruction sheet home and followed each one to the letter. I was advised to use a bottle of phosfree...I did and got a milk colored water in my pool. I called and was told to add 3 gallons of chlorine to the pool...still milky. Phosfree should not be used in a pool. I took my pool water to be tested else where. We will not be using The Great Escape for our pool needs any longer. I think they really don't care about the customer experience. I think it is just about making dollars anyway they can without the responsibility of taking care of the customer. I wish we would have bought our pool elsewhere. read more

Needed chlorine tabs and floater today. The most helpful fellow was able to come to my car ( I'm disabled), explain prices and sizes, rung up my choice and put them in my car! Nicest fellow, Mike Sikorski, was the knowledgeable employee. I'll be back! read more

Wish I could give this store more than 5 stars!! When my husband and I decided to go pool shopping our first stop was The Great Escape. We were met inside by Mark Phillips and he went above and beyond to make sure we had the most pleasant experience possible. It's a huge decision and alot of money to purchase a pool. To not have one ounce of pressure in buying is what sold me.....and the price was unbelievable as well. The pool was installed immediately, the installers were nice,efficient and did a great job. I also love that anytime I have any questions, I'm able to email our salesman and receive a direct response. Everyone in this store is a delight to deal with and I highly recommend seeing Mark Phillips if you're wanting a backyard oasis like we did! Thank you Great Escape! read more

Gus is my go to at this place. They always have quality products and Gus makes sure we are satisfied with our purchases. He is very knowledgeable of the products that his company sells. read more

We bought a patio furniture set this spring from Mike. Late in the summer, we noticed a problem with one of the pillows. Mike was very responsive and helpful in getting the problem corrected to our satisfaction in a very timely manner. Mike did a great job helping us with the sale and following through with the service when we needed it. We recommend him without reservation! read more

The best customer service around! The staff are always so helpful and quick to answer any questions about my pool and hot tub. They give free water tests to tell me exactly what chemicals were needed to balance out my pool and make it perfect for the holiday weekend. read more

My wife and I had a great experience this past weekend looking to purchase patio furniture. The salesmen Mike was very helpful, and patient as we decided what was right for us. After being unsure whether or not the pieces we decided on would fit, Mike let us take the floor model home to setup and make sure it would look the way we wanted to before we made the purchase. Everything worked out and our furniture will be delivered Friday. I highly recommend if you visit the store ask to speak with Mike. read more

Nice pool... horrible customer service!!! Install company never showed for a estimate then tried to jack the price up bc of hidden fees... I paid cash for the pool and wish I wouldn't have bc after it was paid for it seemed like the company didn't care.. To make everything right they started throwing me pool covers chemicals etc which was ok but still I feel like this purchase was a mistake.. I will never step foot in that place again... read more

We have been loyal customers of this location, due to the expert service and knowledge we get from their Manager Mike!!!! He always goes one step above for us and we know no matter what... he will take care of us! Jennifer read more

I bought a Hayward Lady Bug Cleaner that don't work. I was told by the sales man I can return it if I am not satisfied. I bought it on a Sunday and tried to return it on Thursday and I was told no returns. And I had my receipt. I told the manager that the sales man said if I wasn't satisfied I can return it and the manager told me no. So now I am disputing the charges. From now on American Sales will get my business. So if your thinking about spending your money don't go there because if you don't want it or its broke no returns even though there is a sign that says seven days for refunds with receipt . read more

We are having a terrible time trying to get a very expensive piece of patio furniture repaired. Have been calling for 3 wks. Sent photo and email, as they requested, but no call back. They are quick to sell, very bad when you need repair. This huge chair is in my house, not my patio. Very inconvenient, but they don't care. Also, the fabric in this furniture is good, but the foam inside of it does not hold up. Becoming very saggy in only 3 years. Never again! read more

So, after tons of research, shopping several pool stores, Kayak pools, as well as the internet we finally found our perfect pool and purchased it from Gus (awesome!) at The Great Escape in Joliet. We are extremely happy with our choice! We primarily worked with Gus, but everyone I spoke with was very helpful and went out of their way to assist even though, since I'm a first time pool owner, my questions surely must have been "excessive" at times... lol. I greatly appreciate the service as well as the included installation that TGE stands behind. Their pool builders were clearly very experienced and since we didn't have a standard install (building into a slope) that knowledge really put me at ease. We purchased at the end of Sept and chose to install asap (vs. waiting til spring) so we only had it open long enough to admire it a few days, add chemicals and close it up for what seems to be an especially long winter ahead. Looking forward to getting the pool open (and bugging the guys there) next spring! ;) read more