We got a 30' above ground pool last summer from the Peoria Great Escape. We have had an above and beyond level of personal care from the people that work in the store! Love our pool and love the customer service here! read more

Manager Shawn B. was instrumental in facilitating communication with the company who made the table we purchased from the Great Escape. We appreciated his help and professionalism. read more

I would have preferred a zero rating. Rude customer service after the sale. Lots of promising, no results read more

The Great Escape - Pool & Billiards Near Me - Peoria, Illinois

I had plenty of issues with the install of my pool and the liner. Great Escapes installation crew patched my liner during installation, with a dirty patch. After way too many calls a new liner was finally ordered for me and installed 4 months later. The regional manager Greg stated they normally do not pay towards water but that they would take care of my water refill, up to a $100, since I wasn't even informed and did not agree to a dirty patched liner in my brand new pool. He also replied to the Better Business Bureau that the water credit would be granted. I've tried contacting Greg (Oct 28) for resolution. SURPRISE still no resolution! Their mistakes become your problems. Shop elsewhere!! read more

Our hot tub was serviced by Jack. Jack was both professional and personable, but we also need to stress how knowledgeable he was!!! Thank you for sending someone who both knows and does his job!!! SO appreciated!!!! read more

I trusted the great escapes team when they told me the Viking Hot Tub was a well made hot tub with a shell that had a long warranty. It all sounded so good and the price seemed fair. After a few months of running the hot tub, I realized the first 2 months were not a fluke. My kilowats DOUBLED since I started up my hot tub. The hot tub uses as much electricity as my house and barn together!! When I called to discuss, I was told that I bought an economical hot tub. I was told other hot tubs such as the bullfrog uses 2 watts to circulate instead of 12 watts. I was told the other hotbtubs are better insulated. So now I am stuck with a hot tub that is costing me a fortune every month. DO NOT BUY A VIKING HOT TUB UNLESS YOU HAVE A LOT OF MONEY TO SPEND ON ELECTRICITY! Also, be careful of the advice you receive at the store. Thanks, RayG read more

I really do not think this location and it's manager deserve even one star. Rude,disrespectful with zero customer service. 100 percent opposite of the team of their other site If you want to be treated with kindness do not go to this location ever read more

Good information about the things we need, but we didn't buy anything this time. Bad options for residential sauna. Only one brand. Better buy online read more

We purchased a pool from them last year and was told it would b installed in April. They have rescheduled us 7 times! Here we are half way through June and still NO POOL! Jerry guaranteed us a pool in April with our payment! read more

The Great Escape - Where the pool should be! We were promised our pool in April! Here we are half way through June! No POOL! - Pool & Billiards Near Me - Peoria, Illinois

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I would appreciate knowing what the problem is with this company following through on it's contract?... When you give customers 7 different dates and still haven't broke ground yet it becomes obvious you like to take customers money knowing your not going to deliver the goods! This is UNPROFESSIONAL & RIDICULOUSLY IGNORANT WAY OF DOING BUSINESS! read more

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Had a great experience with great escape. Always helpful and easy to work with! Installed the pool on time as promised.

Great Escape is exellent if you plan to spend a significnat amount of money on a hot tub and/or pool (as we did over the last 3 years) However, I sincerely hope you never need a part. They have proven unable or unwilling to find and provide me the 2 small parts I need for my hot tub (likely since the total purchase was under $50) They promised "2 weeks" repeatedly and "we will call you back" - they never did despite my follow up eveyr 2 weeks for the past 3 months. The good news is that I found an excellent Michigan based pool company (www.polynesianpoolandspa.com) that sent me the parts within 2 days of my call, I encourage you to steer clear of Great Escape if customer service (after the sale) is important to you. read more

This is truly the WORST experience I have EVER had with a company!!! We purchased a pool and a hot tub at the same time. Getting the pool installed was almost comical as you are always promised a date and time but it Never gets done! Our hot tub has had a service issue for a couple of weeks and all we ever seem to get is the run around. Then when they do schedule it the tech states he may not come because it is raining (that was when we contacted him to get an update)......it is in an enclosed patio. Their service technician is one of the rudest people we have ever delt with. Spend your money elsewhere as I can promise you will have many headaches and even more frustration. read more

We purchased a hottub in august 2018, and while the hottub works as regards the jets, there was a broken side panel and the lights did not rotate on correctly. We have called for service approximately 6-7 times, and finally (one year later!!) someone came out to work on these issues. he fixed the side panel, and snuck out the gate inside of two minutes. never fixed the sensor, nor the lights. Terrible follow on service once your check is cashed!!! Do not purchase your hottub or anything else here!! read more

Jerry, the owner, promised me that by putting my down payment on my pool early would GARANTEE that it would be installed by the begining of April. My pool is in boxes in my driveway still and it is now June. Stay away from The not so Great Escape. They make promises they cant keep! read more

If you can avoid this place please do. The people there are not very knowledgeable we live an hour away and when we called to see if they had what we needed (even supplying model numbers we were told yes. Upon returning home found out they sold us the wrong items. After i called back they basically told me i didnt know what i was talking about and told us they had what we needed (after supplying photos and measurements via email) made thw drive a second time only to be treated like dirt. So needless to say i will NEVER shop there or reccomend they're business to anyone! read more

Terrible service and we were warned. All the local shops told us to stay away and for a few thousand dollars we didn't listen. And now seriously regret it. Started from delivery which was wrong, sloppy, and rude and then one month later our panels were ripped off by wind because the lift arm was not fully installed. I will say that GE installed the arm for free only because I complained about the delivery and told them I would have paid for installation but was never even offered the option. BUT when the did install the cover the installers did not screw in the locks on the opposite side of the arm which would have prevented the top from blowing up in the wind and tearing out of the panels where the arm was attached on one side. We now have to pay $300 to replace the panels bc not under warranty and not only have we not heard a word about when they will be in (we pre paid) but we've also been told they "probably won't install them"! So somehow we have to figure out how to take the tub apart and install these which include electric lights?! Im sure we will also have to have the arm paid to be reinstalled. No one advises on start up of chemicals and the tub is a crap shoot on what and when to add. Stay away! We would be happy to recant this post should GE make things right, but at this point San Juan or DL should've been our point of purchase. read more

The Great Escape - The arm ripped the whole panel off because the locks weren't installed on the other side of the cover so the wind ripped the whole top off. - Pool & Billiards Near Me - Peoria, Illinois

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Customer service at this store was terrible yesterday. The manager argued with us regarding how we close our pool. He told us NEVER to use chlorine in it when their closing kits have chlorine in them. He told never to use that product. They do NOT stand behind there pool cover warranty he said the only way it would be covered is if had a tear when it came out of the box....I use to spend a lot of money there until yesterday. ...they have horrible warranty policy and horrible customer service and that was from the manager read more

Worst business practices I have ever seen! Sales guy sold us pool, told us we didn't need permit, and couldn't help us figure out the chemicals. We needed a permit to be up to code- thank god I called the city and asked. Sold me a bunch of chemicals I didn't need! Worthless won't buy a thing a thing from them! read more

We recently decided to purchase a new outdoor dining table, umbrella, and chairs. After a thorough shopping experience of their competitors, including but not limited to box stores, I made one last stop at The Great Escape in Peoria. Their selection, pricing, and brand offerings were on par or better than the competitors. They have a wide selection of Tropitone furniture as well!! However, one person set this store apart from all others. Eric was extremely knowledgable, friendly, and helpful. So far, he's been willing to go the extra mile and I'm confident he will continue to do so if necessary. Our furniture is schedule for this afternoon! read more

We went to look at pools today, and had a terrible experience. There was a salesman that told us that the pools were currently on sale and that the installation was free. After asking a few questions he got snippy and asked if we would rather put the pool together ourselves. We asked why would we want to do that when the installation was free. He then slipped and said "well then I can't take anything off." Why would they need to take something off it was free? After being caught in a lie, he turned around and walked away after ruining our original saleswoman's sale. Shady practices and false advertisement. We tried to look for a corporate number and ended up accidentally calling a record store in Tennessee. The person at the other end of the call said that he gets these calls all of the time from people irate with The Great Escape. Somebody needs to report them to the Better Business Bureau. read more

Customer service at this store is great. Employees are very acknowledgeable and helpful.

I will never go there again. They had a whole shelf of product and the shelf was divided in half with 2 sizes of tubs full of product. They where both labeled the same price. Both sides of the shelf had approx 6-8 tubs. We asked the manager which was labeled correctly and he told us the smaller size was labeled correctly. I said that I would expected to honor his labels and give me the larger tub at that price since that was what the price tag said. He proceeded to verbally assault My husband and me. Yelling at us and saying how dare we expect that, it was clearly mislabeled....and on and on. I went to the owner who was standing a short distance away to tell him what was going on and he also proceeded to also verbally assault us and accused us of moving the tub to cheat them. I told him there was a whole shelf like that and asked to show him. He refused to go look at it. We stated that we would take our business elsewhere and would never return. The manager then chased us out the door yelling at us. My husband works retail and I also work with the public. I am appalled that they are allowed to treat their customers like this. Their franchise in Peoria, Illinois should be investigated by their Headquarters, they give the Great Escape a bad name. read more

Absolutely the worst decision I've ever made in my adult life to purchase a hot tub from this "business" and I use that term very, very loosely. Currently my hot tub 1.5 years old has been inoperative for approximately 1 month. I called Great Escape to have a tech come service the hot tub, which is still under warranty by almost 4.5 years. The day of the appointment he was a no call/no show, after taking off work to be present. He calls about an hour after the scheduled appointment time to say he was not going to be able to make the appointment, yeah you don't say. Then after calling Viking Spas directly and speaking with their customer service they pretty much said they have had similar issues. So 3 days later the tech shows up, and initially determines the outdoor breaker is "bad". Finally he determines the heating element has gone out and will need to be replaced and that I should still change the breaker. The electrician, of 20 years, comes to the house and determines the breaker is actually still in good working order. The tech states the part will take 1-2 weeks to order and ship. Well that time has come and passed. I have called multiple times to check on the status of said part and told they can't tell me if the part has been ordered. We've called the tech multiple times to check on the status of the part order and guess what..... no response. My suggestion is to either visit another spa dealer or for go buying a hot tub all together. So if you enjoy bad customer service and being given the run around then this is just the place for you. read more