I used Mirage Pool 2 years ago for a new filter and things were fine, I have also used them to purchase my chlorine for the past few years. This past summer I went ahead and decided to change my linear so of course I decided to give my business to Mirage Pool. I was directed to Amanda for a quote which I agree to go with. I picked up my linear design and was told that it would take about 4-6 weeks for the linear to come in. They had the service guys come out 6 weeks before the linear actually arrived, which of course had the bit of water left at the bottom of the pool thicken up from all the leafs that was sitting at the bottom of the pool which made cleaning up very difficult. The day they came for draining the pool they left my backyard with garbage all over the place. Amanda who I dealt with via email is honestly very rude and short. You would think paying for a $3000+ service you would get good customer service? The lack of communication and delays I had to deal with was honestly extremely frustrating. Once everything was done and completed I was charged for extra stuff which was never on my original invoice and when I asked about this I was told that they had forgotten and that they would give me a $250 credit towards my next service which I was planning on getting my closing cover with them. Once the pool was up and running I noticed water loss on a daily basis, for few weeks I was told it is because of hot weather until for about a week I just let the water loss keep going without filling up the pool until I had to go show pictures to proof how low my pool water was reaching. finally after a full summer of going back and forth I finally got a reach of the owner MIKE! Now you would think the owner of a company would be concerned about an unhappy customer? After reaching out sending a very detailed email regarding the pool leak and how I feel it is from the linear, the lack of communication I've had to deal with prior to the linear being put in and even after etc. I finally got a response after almost a week and half being told that he will send service in to check the issue.... so they came in to check the pool, the follow day I get a charge of $200+ from Mirage Pool and when I ask what this charge was about I was told it was for the leak detection that was done. I was never told there would be a charge for this service and assuming how long the process of getting a hold of someone and finally getting someone to come check it out I was not expecting a charge especially after how much water that was used for weeks to constantly fill the pool, products I was told to buy etc. I was hit back with a response that the leak is not from the pool it is from behind the concrete and it cost $900+ to get started. When I asked if I can just get them to come close up my pool and that I will deal with this issue next year, I was given a quote not including a previous discount I was promised for the cover (200) + I was denied the credit was $250 I was given. I have yet heard back from Mike why I was charged $200 without my permission and how they could treat this situation without any concern.
I will never give business to Mirage Pool and Spa, they are extremely rude, lack communication and professionalism. I even tried to get Mike on the phone and when I was told he will contact me he never did. When I went to their head office they wouldn't open the door for me.
Horrible horrible way of treating a customer.