Mermaid Pools And Hot Tubs

Hi Chris,
I just wanted to say thank you for all your amazing help with the process of selecting our hot tub. I shopped all over the city and even at Costco but you had the best product and the best service. I never buy anything unless I trust the salesperson. You earned my trust with your product knowledge and finding me a tub so fast.
I will encourage my friends to call your for their pool or hot tub needs.
Thanks again,
Marc, Ottawa

I made the mistake of believing there "Focus on Service" sales pitch. By far, the WORST after sales service place in Ottawa. Never buy a Hot tub or Pool from Mermaid. The GM gave me his personal cel at the time of sale, in case I ever had a service issue.

I had an issue with my hot tub (under warranty) and some accessories. No one would ever return my calls. I waited over 2 weeks to get a call back, and then decide to escalate to the GM. I did call the GM and instead of fixing the issue and providing me with good service, he made it FAR worse and tried to take advantage of me price wise.

The sad part is, my family has bought MANY pools from theese people in the past, and that did not seem to matter. .

NEVER buy from this company. This company is NOT focused on service. Its focused on selling to you and then leaving you in the dust when you need them !!!

My husband and I recieved excellent service from Bob. Not once did we feel pressured to buy. Bob made sure all of our questions were answered. We are happy customers. Thank you

We met Bob last February (2011) when we decided to look at putting in a pool.
He was so informative and helpful in guiding us to the right pool for our back yard and how well it would work. He gave us ideas from his own experiences with pools and different costs plus pros and cons for each type.
We opened the pool this summer ourselves and opening costs and maintenance costs are very minimal.
Thank you Bob for giving us great advice and guidance in picking our pool. Mermaid has so far responded to any concerns we may have and we are thankful for that.
We love the pool and hope to get many years enjoyment from it.
Sincerely,
Jayne and Louis

After visiting friends who owned a hot tub, my husband and I were hooked. So this past summer we decided to investigate and we researched different brands and types. This proved to be endless and tiring. I knew basically what we wanted, 4-6 seats and under $7000, some lights and some bubbles.
I went to a couple of stores before coming into Mermaid. I actually put a deposit on one tub at one of your competitor's. Most of my research was over the internet and I did read about a few Mermaid pool complaints. Which was why I was hesitant to come in. One day on my way back home, I dropped in quickly. I decided to price compare one last time. This is when I meet Chris. His approach was comfortable and relaxed. His was informative but not pushy, which, for me, was extremely important. He answered all my questions knowledgeably and professionally. He was comfortable when I asked about some poor reviews about Mermaid that I read online. He was honest and upfront. He found a hot tub that met all of my needs and didn't push me to buy a more expensive one, nor did he go on and on about what a "great" deal this is. I knew I was getting a good price, and I didn't need to be reminded every other sentence in our conversation about it. It was because of Chris' easy going personality and friendly face that I purchased my tub from Mermaid... well that and the price Chris gave me.
Thanks for the wonderful experience,
Julie

First off, thank you very much for your coordination effort in managing our pool liner replacement. I especially appreciate that you were prompt at responding to my emails (matters of concern) and putting me at ease when things seem to be going wrong, particularly my concern about losing all the water a few weeks ago.
Please convey my thanks to Denis and the crew. I was able to be at home this morning when they came to finish the job. It is my opinion that they were very professional in the execution of the job, they were here early and stayed at it to completion. I believe they represented Mermaid very well. The finished job looks good.
Please let Denis know that his skillfull surgery in cutting in the steps shows this evening, the water level not changing since the last load of water was put in late this morning. Denis no doubt was not concerned, being very experienced on these things. Of course the real test will be in the spring when the pool is full for the summer (I am confident that it will not be leaking based on the care taken on the installation). It took about one and a half loads of water to get the water to winter level. I truly appreciated their patience with me as I am an inquisitive person and had all kinds of questions which they pleasantly took time to answer. Job well done.
Regards, and thank you again for the work.
Ron

Dear Mermaid,

I must say that our experience in dealing with Mermaid has been nothing but excellent. Mermaid was able to identify our needs very quickly and present viable options that fit our budget. What I most appreciated were your efforts to ensure our choice fit our budget. Mermaid found us the most affordable pool for our needs, identified further discounts and applied them, and reserved the last available pool of that model for us.

Mermaid was also very efficient in explaining the ins and outs of the installation process and all the costs involved. The installers were pleasant, efficient and done on time.

The rest of the Mermaid staff has been very pleasant and have been instrumental in helping us identify the methods by which we could ensure that our water was optimal. As a result, our pool buying experience was very pleasant and we would recommend Mermaid pools over any other pool retailer.

Yves

Hi

I called due to an error service on my hot tub. They sent a really nice technician, but he was not able to do anything. They still charged me close to $200, and when I called to get this invoice reduced, Wes (manager for hot tub) refused to reduce the price. After buying a pool and a spa from them they are not able to reduce the price of a service charge. They don't care at all about their customer. Well guess what, they just loss one!

We received excellent customer service from Mermaid Pools, and their associated contractors when we purchased a swimming pool this summer.

We are thrilled with or new pool and the pleasure it has provided for the last month. What a wonderful summer it has been in 2012 and made all the better with a Mermaid Pool.

We ordered the pool on July 17th and it was installed just over two weeks later, by August 4th!

Mermaid friendly customer service and sales approach was very refreshing, so there was no need to shop around, at other competitive establishments. We appreciated their attention to detail and the several personal on-site visits they made to our home to close the deal and oversee the actual installation. So often sales people make a sale and then disappear behind a wall of bureaucracy. They did a great job staying on top of the process and staying in touch. That type of service is rare and impressed us.

Having said that, it was nice that they could also provide the names and contact details for the associated fencing, electrical and landscaping contractors.

The firm that installed the pool were amazing, since they finished the pool installation in 2 ½ days. Installers worked very hard, seemly non-stop, to finish the installation. They were friendly, asked and answered lots of questions and were first-class representatives for Mermaid Pools. We were especially impressed with the care they took not to damage our property and lawns; each day installing and removing tarpaulins and 4x8 sheets of plywood in an effort to minimize the damage to our lawn. They were also aware of our neighbour’s need to not have any damage on their properties during the work. Even the pool delivery guy, was fun to deal with.

The associated fencing contractor did an excellent job of installing the fence, in very short time frame and ahead of the original completion date. The two installers were very efficient, arrived early and worked hard in the heat and cleaned up the debris. They were very friendly and customer oriented, which is very important to us.

The electrician we were referred to, provided an excellent price for the electrical work needed for the pool. He was very personable, on time and kept us in formed with regards to his availability and work schedule.

The landscapers were very professional and displayed a great work ethic with the job they did on finishing and repairing the area surrounding the pool and installing a beautiful stone wall around the pool.

Mermaid’s “Pool School” representative, was extremely personable and did a through job of explaining how the pool and the pumps etc. worked and were to be maintained.

In summary, we are very grateful for the wonderful product and service that Mermaid pools provided. We would not hesitate to recommend them to anyone interested in a pool purchase. It is obvious to us why they have been in business so long.

R&N W
Richmond, Ontario