- Report: #1050834
Complaint Review: the great escape - Gurnee Illinois
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Author Not Confirmed
Why?
the great escape
7265 Grand Ave Gurnee, 60031 Illinois, USA
Phone:
(847) 856-8300
Web:
shopthegreatescape.com
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Business Rating:
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the great escape does not stand behind anything they sell Gurnee Illinois
i purchased a 12x24 above ground pool from this company in july 2012 they insisted we use their installer OMNI POOL INSTALLERS which seemed ok a first then we notice the filter system they set up wasnt turning over the pool like it should and it was discharging silca sand into the water we called the installer and the store the installer would not return to correct issue unless paid to replace by me one month after install we screwed around with the filter for a couple weeks then we finally got hold of the store manager who said i would have to disconnect this two hundred pound sand filter and return it to the store myself and they gave me a new filter in september 2 months after initial install i then had to figure out how to build this filter unit myself and reinstall all by myself with some really basic instructions which i got figured out and got working perfectly then cam time to winterize i went to store bought everything they told me to buy and did what they said to do added winter kit drained filter and pump and placed in garage in corner by house capped the skimmer and plugged the jet installed winter cover and was done 3 months later the pool drained out called store they said thats not covered the ice had to puncter the 20 mil think liner but if i yet again paid them alot of money i dont have to waste their installer not the same company of course will come out and replace the liner at no cost to them and send my liner back to manufactor to re-examine their bad product i decided my money was best placed elsewhere and i bought a new liner on the internet for a fraction of what they wanted and replaced it and the sand that also washed away after all the drama was complete i reinstalled my filter system fired it up in ran for a second and the inlet from the pump cracked so i then again called the store who now refered me to their new warranty/service center in harvard where i got to speak to dan who said the filter that was sold to me that was supposed to be hayward was actually made in canada by esse trading company and they dont warranty that because it was either installed worng or frozen but i could buy a hayward head for the filter and it would fit just fine but their not paying yet again mind you im still within my first 7 months of owning this nightmare and my one year warranty just a hoax or sales pitch to steal my money later on down the road
so im asking that you stand behind your product and stand behind your warranty and correct this situation quickly and profesionally
2 Updates & Rebuttals
jon l
lakemoor,Illinois,
Your kidding right
#2Author of original report
Wed, September 11, 2013
I have talked to your store several times their idea is to sell me all new stuff I've talked to your repair center they said the same you just expect me to cough up money for shady product from Canada that closely resembles Hayward you send a guy to my house that wants more of my money for labor so I decided if these idiots can work on pools I can't do any worse I have moved all of my purchases to miejers outdoor world yes that's right I buy all my chemicals from them if I need parts replaced they actually get me Hayward parts for a good price my liner I replaced and it looks great now no more leaking as for the phone calls you've been placing mine is on file with your company and I have not received a call since May and that was probably from me to you like always. Gotta chase that warranty that doesn't exist!
The Great Escape
Gurnee,Illinois,
Please Contact Us
#3UPDATE Employee
Wed, September 11, 2013
Mr. Levy,
We are sorry you have had such a bad experience. Please contact our Gurnee store at your earliest convenience so we can discuss a manner in which to rectify this situation. We have left numerous messages on your phone but as of this date we have not yet received a reply.
We try our best to make sure every customer is satisfied and we look forward to a loyal and long lasting relationship with each of our customers. If there is an issue we will all that we can to satisfy you and keep you as a valued customer. Thank you and we hope tohear from you soon
