The Great Escape

We have been customers for a very long time. 2 spas, a couple of patio sets, deck chairs and umbrellas. For the last few years, we chose to go to the Mishawaka store for two reasons. Wings, Etc. down the street and Jill. Jill is our Go-​To lady. She is always upbeat and personable. We see her at most, twice a year, but it always seems like it was just yesterday when she greets us. Sometimes we see her more because the damn wind carries off our umbrellas. Effin nature.

Just bought a hot tub from this place great customer service very professional. Insulation of hot tub was no problems answered all questions.

Outstanding service, came in for chemicals and now want to buy everything. Thanks Mitch for taking the time to show me around. The Great escape will definitely have all my future business.

Never again.3 weeks and still getting pieces at a time for what we ordered and no phone call as to why our pieces keep missing the truck delivery. Even after going in person they say our Sales person Jim will call us and he does not. Plus why should our stuff ship from Illinois when we ordered it in Indiana and the delivery is subcontracted? The patio couch had damage and we are not even going to complain because we just want to be done with these people. When you spend a lot of hard earned money, buying products, you would think they would treat you better. Yes, some of the store workers are very nice but that does not get all the problems resolved. We are STILL waiting on the last piece of our patio set today… hoping it made the truck, but again, no call.
My girlfriend (K. Scott in Niles, MI) ordered an above ground pool this summer and just like some of the other reviews, they take NO responsibility after they are there. The pool is not level and they refuse to fix it.

Update to posting. Dave and staff have been wonderful in helping resolve our issues. They really wanted to make it right. They did have a different installation crew come out and reinstall our pool. What a difference! I am glad things were able to be resoled for the most part. It was just unfortunate that I had to take to a social media format to get things resolved. Thank you Dave and Great Escape!

I bought an above ground pool from them. They Take zero responsibility for anything they say or do! I tried to work it out, and settled for free chlorine or NOTHING. Always pay with an American Express credit card. I paid cash and was burned. At least with the credit card you have leverage when the deal unravels before your eyes. I just don’t get the whole «we are not responsible» for the contractors that they contract. Ask them who is delivering and setting up your stuff! Ask them for a copy of the insurance of the people delivering for them. And call the insurance company to verify its paid and up to date. Ask who is responsible for the «strangers» in your home or back yard! You can make up your own mind.

Purchased a Jacuzzi brand hot tub in May 2011. Needed service in March 2015. There was a leak in the Jacuzzi – the service tech would not call back. The manager refused to speak with me. It took 2 months to repair. The tech’s answer to a leak was turn off the jets. The tech thought the leak was on the opposite side of where it actually was. This organization should have «0» stars for their poor customer service.

update on 1^st review, sept ’14 great escape finally sent out workers to repair table, the table was repaired along with the silent treatment (someone at the store most have been blabbing) from workers then after the repair, «lead» repairman told my wife there was no way this table collapsed, again pointing the blame at the customer, oh i’m sorry i guess i didn’t see him there when the F****g table fell on the floor, what a joke ! i guess i have nothing better to do than break my pool table and sabotage a company online for 4 months. i will never go in that store again

We bought a pool April 7^th and it is June 10 and still haven’t gotten it installed… installers never return phone calls and date keeps getting moved back. store managers do nothing about it and make excuses. DONT BUY A POOL THERE!!! we are taking our issues to corporate

Beware! My parents made the mistake of purchasing their very expensive above ground pool from this establishment, and were initially pleased with the customer service and «professionalism» of the staff. There were issues with installation, and I suppose that should have been a warning sign. However, they moved forward trusting in the «expertise» and «guarantees» of the Great Escape staff, mainly Kevin. Unfortunately, our time with the beautiful new pool was short lived as an enormous hole appeared in the middle of the liner and has since drained the entire pool. The sides have literally started to collapse without the weight of the water to hold back the earth. The staff has admitted responsibility for this problem on numerous occasions, which initially seemed promising. However, after repeated attempts to schedule an appointment to fix the liner, they have started to ignore our phone calls. The entire situation has been nothing short of frustrating, and at this time, they have yet to resolve the issue. If you are in the market for a new pool, avoid this place!

Great price on liquid chlorine.

I’ve bought a pool and two hot tubs from the Great Escape. I have always had good customer service and the staff of the GE are pretty knowledgible. I like that once you are in their computer, they can look you up and get stuff you need. Their new location on Grape is gigantic!

This is the best place in Michiana to get pool and spa and patio furniture. The selection is over the top. I bought a patio furniture set there that was lovely and of the best quality. When you go, ask for Jill. She provided us amazing customer service. She went the extra mile with us and for that we will be coming back again. She made sure we were happy with our purchase and didn’t make us feel pressured in any way.