For over 6 weeks now I have called went to the store and emailed trying to get information and an answer from some one and I have yet to get a return call or email about my pool equipment . My experience with Mermaid is contradictory at best . At the store I get awesome service from the staff and it is a pleasure to go there. The sales of my pool could have been better and the installation most definately could have been better. But now coming to the after sales service from the service department well I have been trying for going on 6 weeks to get a hold of someone in service about my defective pool ladder and the closest I can get is someone taking a message and telling me that they will return my call. Good thing I am not holding my breath. If you guys got an 8 for a rating it can only be from your staff in the store because rest needs work.
A little follow up on this review. I have been contacted by the staff at mermaid and they asked me to send them a picture of my defective ladder. Once I sent them the pic I heard from them within a couple of days and mermaid without any difficulties said that the ladder would be replaced under warranty and it has been done
- Approximate cost of services:
- $0.00
- Company Response
Hi Mike,
I'm sorry you've had a bad experience getting assistance from our Pool Service Department. It's currently our busy season and we're doing our best to provide many pool services to many hundreds of customers in just a few months. It's not an excuse, just a really challenging time. However, if you've received 'awesome service' from the store staff at Mermaid in the past, I thought you'd rate us better than a 1 out of 10. Looks like you've been a loyal customer and we want you to be happy. Please feel free to call me directly at 613-747-0321 and I will do my best to assist in this matter. I will also advise the Pool Service Department of these difficulties.
Thanks,
Chris, Mermaid Pools and Hot Tubs