Mermaid Pools And Hot Tubs

Absolutely atrocious service -the reason we went with mermaid is that the installers were supposed to be employees - DEFINITELY not true they are subs. Our pool was installed incorrectly -support posts were crooked and not level. The sub could not repair in the fall apparently and was to fix in the spring. We have asked mermaid Three times for someone to call but have no had a call. The GM Brian does not care as he is aware of all of the issues. Do not buy from this company as you will need to hire a lawyer like we have

Quick to sell you their products and service...quick to take your money..... but better hope you don't have a problem....so slow to resolve. They definitely don't stand behind their workmanship and have a high turnover of service/installation crew. Make sure you have everything in writing and do your homework ahead of time!!!

Roxanne's knowledge, promptness to returning emails, enthusiasm, passion and dedication made this experience very pleasant. We were truly impressed . We will definitely send our friends to Mermaid Pools and Hot Tubs!

Mermaid installed an amazing pool that has brought our family many great memories! We continue to use their water testing service to help maintain our pool and ensure that it remains running properly. We are in our 4th year with the pool and have not had to replace or repair anything. We are extremely satisfied!

We had a great experience and excellence service with Roxanne Pilon at Mermaid Pools at both location Ogilvie and new location in Avalon. As a first buyer, I didn't know much about the process and products, Roxanne guided us and took her time explaining. Even now after my purchase I feel comfortable contacting her if i have any additional question or even repeated question. Roxanne has been very professional and is always there for us.

We bought our hot tub from the Merivale Rd. location several years ago. The staff made it simple and quick to find the right tub and arrange for delivery and installation. Our hot tub was delivered on the delivery date and installed within the hours. Since then we continue to return for our chemicals and supplies.

I went to Mermaid in February to buy our first hot tub. Brian Graham was amazing, enthusiastic and knowledgeable. I felt I was in excellent hands. He helped arrange the contractor services to prepare our house for the tub (electrical and patio) - contractor service was top notch and the prices were all fair and according to market (I checked). When we ran into a scheduling hiccup Mermaid kicked into gear and ensured our tub was delivered on the day promised by sending their delivery staff in the evening. Can't ask for anything more really. 100% I'm pleased and impressed with the commitment to customer service. The fact that they now have a store on Innes Rd at Tenth Line is a greater plus for us as we are nearby!!

So putting in a pool was challenging, but that was nothing compared to getting it serviced. Consider our current experience. The lights failed a year ago and we've been waiting for repairs ever since. They said they needed the water lowered, so we waited until fall. In the fall, they told us to wait until spring. Yesterday they came to open the pool and fix the lights. They left with the lights uninstalled, the water on and filling the pool with LIVE wires dangling close to the rising water. Who does this nonsense? Buyers beware.

Resolved resolved resolved this matter has been resolved and mermaid pools has settled for the deficiencies that were caused by a terrible installer of theirs that has since been fired. 5 star to Dave McNaughton and everyone at Mermaid for taking responsibility and accountability!

Mermaids is a good name for this place, because they are as fictitious as the service they provide customers.
First off, I am someone who is patient and understands nothing is perfect. I knew this company charged more than their competitors but thought I was buying peace of mind with their years in business; I was completely wrong. I bought a new pool with them and had problems with installation dates continually changing, parts not working properly, refusal to reimburse non working parts and most of all, atrocious after sell customer service. The communication between departments is defective; you send emails, you wait a long time for a response; you go in-store, you are told to send an email...
I also understand now why their star rating is so high. As soon as you write a bad review, they offer you free services if you take them down. This star rating is definitely not a true representation of the quality of service they provide. I recommend you shop around and take a look at competitors...