Mermaid Pools And Hot Tubs

We wanted to replace our 24' above ground pool, but knew nothing about the various sizes and options. Adrian was super patient, helpful and friendly. No hard sale, just a good guy offering a good deal on a quality product. I know that if I have issues with anything he will be there to help guide us through it. Very knowledgeable about not only pools but many other things as well.

The pool itself is okay. Some of the joints on the equipment were a bit leaky once the pool was set up. I wrote to service to ask for someone to take care of it. There was no response. About a month later -- without any communication -- there's a roll of silicon tape sitting on top of my skimmer. It seems someone had come out, entered my gated back yard, and worked on the pool without contacting me. Still not everything was fixed. I got a call a few weeks later as if I had never contacted them, asking me how my pool was. I explained my concerns, and they said they would contact service. Three weeks later, they called back and asked if everything was taken care of -- nobody had contacted me. She said she'd contact the service people again. A few weeks later I notice fresh glue drops on the joints of my equipment and the leaks are mostly gone. Someone had AGAIN come out, entered my back yard, and worked on my pool without contacting me.

Since ordering the pool, the sales guy recommended the "pool school" they run. I signed up for it finally, got confirmation of my appointment, and drove out there. When I got there, the young man working in service tells me to take a seat. A few minutes later, he comes out and tells me that the appointment is for next week. I show him my confirmation, and he just says "oh" and walks away on the phone. When I ask him what's going on, he says the pool school instructors didn't think there was a class. He says he'll go through the materials with me (materials the sales guy had already sent me). I say I wanted to ask about closing my pool; he says he's never done it, but he can try to explain what to do. At this point, I say no thanks and drive home.

This company has sent one clear impression to me throughout all of this: Once they have your money and the initial installation is done, they have in interesting in taking care of you. I will NEVER spend another dime with this company. When I buy my pool heater, I will go elsewhere. I will not recommend this company to anyone looking for a pool in Ottawa.

Brought back vacuum as was not working and the cashier charged us 15% restocking fee, I suggested I exchange it and she said there would still be a 15% restocking fee Like really it does not work I just want to exchange it. She proceeded to tell me it was written on the bill. So i asked if I exchange it I still have to pay the 15% restocking fee and what if this one does not work as it was the display model left (the only one left) she said well if it does not work you have to pay 15% restocking again. So I just returned payed the 15% restocking fee but really I will never go there again

Adrian was helpful and honest and helped us determine the best pool for our needs.

Would Highly Recommend!

Great place to have my water tested...Alyssa is very knowledgeable and helpful. Staff know their products and are quick to give advice.

I wanted an above ground pool, but knew nothing about the various options. Adrian was super patient, helpful and friendly. No hard sale, just a good guy offering a good deal on a quality product. I know that if I have issues with levelling, electrical (he recommended contractors for both(, or the permit, hell be there to help as needed!

Shame was supper amazing and professional and was a big help today. I will always request he be sent over.

Adrian was very easy to work with. Walked me through the details of our new purchase. Very friendly and great at small talk while we waited for approval.

Adrian knows his stuff, quick to answer questions and ensured we got the best service. Part I like the most was he attended to me only.

A quick word of praise for the good work of Mermaid employees, Stephane and his assistant (Orleans location). I was having an issue with water leakage in my pool, and through process of elimination, Stephane was able to expertly pinpoint the issue and bring about a satisfactory resolution. His professionalism, knowledge and friendly demeanour contributed to not only calming my concerns, but also to bringing a seamless ending to a difficult situation.

This was the third pool that we've purchased at Mermaid, and it was by far the best experience that we've had.

Adrian is very friendly, professional, and extremely knowledgeable. He answered all of our questions and concerns and provided us with sound information in order to help us select the best pool for our needs.

The Pool installer team is second to none; they were absolutely AMAZING!

They were extremely friendly and courteous, knowledgeable, and professional. They worked very hard and explained every step of the process very clearly.

We cannot say enough good things about our experience. Thank you to everyone.