Mermaid Pools And Hot Tubs

Swimming Pools, Spas & Hot Tubs
1373 Ogilvie Road Ottawa ON K1J 7P5
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79%

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Reviews for Mermaid Pools And Hot Tubs

Average customer rating:
8.2 10 (177 reviews)

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consumer in Kanata
consumer in Kanata
1 review Ottawa, ON
0/10

Nightmare

Absolutely the worse company to deal with. We purchased a pool from Mermaid 5 years ago... at the time it was 3-5 days installation, it has never been fully completed. The first summer Mermaid installed four liners because they couldn't install them properly. We could never contact anyone in this company. The installation crew made mistake after mistake.. absolute nightmare. Based on our experience I would not recommend this company.

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Jen in Ottawa
Jen in Ottawa
1 review Dunrobin, ON
0/10

Mermaid Pools -DON'T DO IT

DO NOT use this company. Buying from them was great, no issues there. Once you run into a problem, good luck! We purchased an above ground pool 4 years ago, after the first year, there was no water in the pool. It took me 2 months for them to replace the liner, the only way they were going to do that was " you must give us a 5 star review online" and we will replace your liner. "you must show up proof that you did this and we will come and replace your liner" When the installer showed up, he stated the company that installed our pool was fired as they cause so many issues on multiple pools. The pool was installed with crushed stone under the liner which caused multiple punctures in it. 2 years later, our pool again has no water and all the walls are bent. Just contacted mermaid and guess what.......it's my problem and nothing they can do. WORST COMPANY EVER! Oh and all the good reviews you see online, there are there because the company PAYS you to post them.

1 of 1 people found this review helpful.
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Suzanne in Toronto
Suzanne in Toronto
0 reviews Clarence Rockland, ON
1/10

Semi-inground pool installation

The installers were fantastic! All the technicians who came out whether to show us how to use the equipment or to install missing parts or to do final touch-ups were amazing! We are looking forward to enjoying your product for many years to come. However, the salesperson we dealt with, from the Tenth Line location, conducted himself very inappropriately during the whole process. Even though we provided the information asked of us (ex. survey, etc.), the salesperson was unprepared for both in-store meetings he set up by not having used the information given to start a quote or a yard layout and not being able to work the programs to do so while I was in his office. During the first visit, the salesperson put down two of his competitors saying one was a nice guy but that he was taking credit for Mermaids work even though he had previously worked for Mermaid and saying the other was about to retire and did not want to work hard anymore. Also, during the second meeting, when I brought my concerns about the steep slope at the side of our walk-out basement house, he responded by saying we should let the installer worry about that even though I mentioned that one of your competitors was going to build up a ramp with stone then use that stone around the pool to make the slope workable. Also, at this second meeting, he said there was no problem for him to get someone to put in the fence for us soon after the installation was complete at an approximate cost of $7000. This brings me to the salesperson's next very unprofessional actions. In an email to me then in subsequent conversations with my husband, insisted neither one of us said we were installing the pool on a slope or that there was a steep slope at the side of the house. The question of the grade was one of the first things I mentioned when I first called Mermaid. The first time I was transferred to the salesperson, I explained that we would prefer an above-ground pool but we did not believe it was possible because the backyard sloped to the fence so we were looking for quotes for a semi-inground, as we read that on a slope installation is possible. He then asked what kind of a slope and I said that to the best of my knowledge the slope dropped 4 feet over 27 feet. He replied that yes definitely I needed a semi-inground. All in all, the salesperson's incompetence, lack of attention to detail, faulty memory cost us an additional $4370 for Mermaid as well as an additional $2000 (over the approximate cost of the fence the salesperson said he could arrange for us). The most disappointing is that the beautiful pool you installed is unusable due to a very heavy temporary fence that must remain until the fence is installed by ******* on October 31st. It may also be important to mention that when Mr. McNaughton finally visited our yard at the request of the installer, he misrepresented himself saying he would call the fencing company for us to get an earlier install date which he was unsuccessful in doing if he called at all. I hope this helps your company, which seems to do such good work, leave customers feeling satisfied not as though they had been had by an unscrupulous salesperson. Thank you for the time you will put to improve this situation for other customers.

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Rajesh in Gloucester
Rajesh in Gloucester
1 review Ottawa, ON
8/10

Polaris robot cleaner 965iQ

Jesse provided excellent sale and post sale service. He offered to pick up faulty unit and replace it with brand new unit from home. He came to replace the unit after full day at work. His professionalism, courteous and considerate nature deserves appreciation. I hope the machine also will be reliable and last long enough.

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Bob in Ottawa
Bob in Ottawa
2 reviews Ottawa, ON
10/10

Mermaid pool liner installation

I have a large kidney shaped in-ground pool which developed a leak over the winter as the liner was shot. I tried several companies and settled on Mermaid as they responded quickly, put their promises in writing and their price, while not lowest, was competitive. They completed the work on time and budget. Their installers have massive experience and know what they are doing. They are so good and thorough that I’ll be getting a safety cover from them and no one offered me any rebates or incentives to write this. Their honest good work and great results were my incentives.

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Private User
Private User
Private User reviews Ottawa, ON
10/10

service

Yesterday I went to Mermaid to buy a pool lounger. The only one available was a floor model . Jesse assembled the lounger for me at no additional cost to ensure all the required parts were included. That is the type of service that keeps me coming back to Mermaid.

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Hec
Hec
7 reviews Arnprior, ON
6/10

New above ground pool

When we were shopping around for pools, Martin Molla was extremely attentive to my multiple questions. (We exchanged some 40 emails before I came in and signed). What’s more, even after the sale, Martin continued (continues!) to answer the many niggling questions i have as a pool newbie. we dont live close to the store; it was Martin’s salesmanship and pleasant personality that lead us to purchase from mermaid rather than one of their competitors closer to our house.

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Enraged!!!  in Gloucester
Enraged!!! in Gloucester
1 review Ottawa, ON
0/10

Horrible service and lack of professionalism

Mermaid pools sucks! Ince you pay them and they leave you will be screwed! You must wait 48hours before pool can be turned on! Then all hell breaks loose! Nothing works right: leaks everywhere! Extremely poor installation! Glade they are not building my house! Call after call and message after message! No one answers and when they do, they give you the run around! Garbage excuses! Get this ladder installation was 2 weeks late and when they did they just threw it in no instructions it is mot even safely secured to pool! It also has this lame door that automatically shuts on you! Ridiculous! I can’t even get in or out of pool without someone holding it for me! Now they are suppose to replace it! Will see.... still leaking too! Guy has been here 3 times! No one knows what the hell they are doing there! Mega unorganized! All reviews online say the same thing! ????AVOID MERMAID POOLS! Once they have your money that dont care abour you anymore! Zero follow up! Zero customer care or appreciation for such a large purchase! Biggest mistake ever dealing with these guys!!!!! ?

2 of 2 people found this review helpful.
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Mahoney in Toronto
Mahoney in Toronto
1 review Ottawa, ON
1/10

Very poor after service

BUYER BEWARE!!! When we bought our pool, we chose Mermaid because it had such a good reputation for service. I think the good service only comes before the sale! The Haywood salt system has never worked and Mermaid is giving us the run around. They send a guy out, he looks at the system, makes me sign a form and then leaves. Three service guys have visited so far, the system still doesn't work. Now the pool liner is damaged because of it. Very frustrating.
Chose another company.

1 of 1 people found this review helpful.
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Company Response

Hello Mahoney. We are extremely sorry to hear of your recent experience. If you wouldn't mind emailing me directly at customercare@mermaidpools.com. We take every complaint seriously and take action on every one.I will look into this right away and apologize again for your experience.

Kelly Kerrigan in Ottawa
Kelly Kerrigan in Ottawa
1 review Ottawa, ON
2/10

Policies

Staff selected and sold us a "plus" chemical when a "minus" was needed. Their "mistake" was noticed before any chemicals were used, but when we returned they would not exchange for the correct product. I was told Company Policy...no returns on chemicals...or making good on their mistakes either. Pretty short sighted given what we spend there each year. Lets see if they make it right.

1 of 1 people found this review helpful.
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Company Response

Hello Kelly. We are very sorry to hear of your recent customer experience. If you wouldn't mind emailing me directly at customercare@mermaidpools.com. We take every complaint seriously and take action on every one. I will look into this right away and I apologize again for your experience.

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Mermaid Pools And Hot Tubs

For over four decades, people in the National Capital Area and Outaouais have been getting into the swim of things thanks to Mermaid. Since 1965, we have sold and installed over 40, 000 pools and spas, and continue to service what we sell. We design and build in-ground pools, and ...
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