Mermaid Pools And Hot Tubs

Swimming Pools, Spas & Hot Tubs
Ottawa ON K1J 7P5
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81%

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Reviews by rating (past 12 months)

Reviews for Mermaid Pools And Hot Tubs

Average customer rating:
8.3 10 (218 reviews)

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Renee Bertrand from Russell
Renee Bertrand from Russell
1 review Russell, ON
10/10

New above ground pool installation

I met Chris at Mermaid Pools (Ogilvie location) back in April. After thinking about a pool for many years I breezed in with no appointment looking for information. I had MANY questions and Chris took the time to answer them all. He also followed up with me repeatedly while we worked through the planning. I loved that even though our purchase was a modest 18 foot above ground pool we were always treated as important clients. My calls and emails were always returned promptly. Having worked many years in sales I know very well the importance of good customer service and I sincerely appreciate it when it comes my way. Our pool was installed at the end of May by energetic and knowledgeable gentlemen. Now that the hot hazy days of summer are upon us I am so very glad that Mermaid has one of their pools in our backyard!

Approximate cost of services:
$6,000.00
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Company Response

Hi Renee and Eric, sorry for the delay in responding to your testimonial. I'm happy that you're pleased with the pool and content with our service. We take a lot of pride in reading comments like this. I hope your family in Russell will enjoy the pool for years to come.
Cheers,
Chris

Adele Sheahan from Ottawa
Adele Sheahan from Ottawa
1 review Ottawa, ON
10/10

Pool filter issue.

We were very pleased with Mermaid's response to a problem we had been having with our pool filter. The Pool Service Manager promptly arranged for a Service Technician to look into the problem. The pool filter was quickly replaced. The Service Technician was exceptionally neat and tidy, which was important because of the medium (sand) involved. He was also very patient and methodical in performing his work, and he gave clear explanations when we posed questions. In addition to performing good work, the Technician also displayed a very good service attitude and behaviour. An altogether very positive experience. We are long-term Mermaid customers and will remain so.

Approximate cost of services:
$0.00
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Company Response

Hi Adele,
It makes my staff in the Pool Service Department feel very good to read comments like these. We're also proud to call you a Mermaid customer.
Thanks,
Brian, Pool Service Manager

Mike Csontos from Clarence Rockland
Mike Csontos from Clarence Rockland
1 review Clarence-Rockland, ON
6/10

Service

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

Review has 1 previous version
Approximate cost of services:
$0.00
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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

mad from dunrobin
mad from dunrobin
2 reviews Dunrobin, ON
0/10

inground pool

I had my pool installed by mermaid in 2003. I have had a lot of problems with it. Such as the plumbing, it's awful there are elbows everywhere. Every time I have a pool company come to open or close the pool , the first thing they say is that the plumbing is horrible. Their customer service is not very good. I had and incident where mermaid themselves closed the pool , and in the spring they told me something chewed through the wires for the lights. I asked the service guy what I could do to have it fixed and he told me he wasn't sure. I called service and explained to them what had happened and that the guy doesn't know what can be done. I asked for them to send someone who would know. The next day the sent the same guy back ,,, and of course he still didn't really know. Then they had the nerve to try and charge me for this. I called the manager and he was rude and wouldn't understand the ridiculousness of sending the same person back and charging me. I have never called them since and I never will . There are other quality pool installers out there , mermaid is not the only one. Just had another issue, my line from the skimmer to the pump was blocked. We thought it was just debris. Turned out to be , that they put the line right up against the one and only tree near the pool house, and the roots grew under and over the line, pinching it. Once again mermaid and their plumbing!

Approximate cost of services:
$25,000.00
1 of 1 people found this review helpful.
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Company Response

Dear customer, on behalf of Mermaid Pools and Hot Tubs, I'm sorry that you've had a bad experience with the plumbing in your inground pool. We've installed over 40,000 aboveground, onground and inground pools since 1965 and we acknowledge that some installation projects have been problematic and particular customers have not been satisfied. The vast majority have been a resounding success with happy customers. We try our best to fix issues arising from difficulties with installations, but sometimes do not meet everyone's expectations. Mermaid is sorry to lose this customer's business.
Thanks for reading,
Mermaid Pools and Hot Tubs

anne from Kanata
anne from Kanata
3 reviews Kanata, ON
10/10

Inground pool installation

I would highly recommend Mermaid pools to anyone thinking of purchasing an inground pool. Dave, was so helpful answering all of my questions that I had about making this investment. He was never pushy and I never felt pressured - he answered all of my questions and helped me feel at ease. Mermaid is a very organized company and the install went exactly as planned. The installation crew was pleasant, and answered all of my questions throughout the install (Andre, Stu, Jules and Rejean - are all great people - so kind, and they know what they're doing!). The installation was quick and efficient. It has been three years since our pool went in (June 2010) and I look forward to many more summers spent in our backyard. I recommend Mermaid to everyone who asks us about our pool. I am so pleased with the service I received. Thanks Mermaid!
Anne in Kanata

Approximate cost of services:
$31,000.00
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Company Response

Hi Anne,
I really appreciate you writing these kind words about your experience with Mermaid Pools and Hot Tubs. It was a pleasure serving you in 2010 and I'm happy you're continuing to enjoy the pool. Reading this really made my day!
Cheers,
Dave

Krista Jensen from Merrickville
Krista Jensen from Merrickville
6 reviews Merrickville, ON
8/10

Water quality testing and products

I learned how to use my pool by attending Mermaid's 'Pool School' course. Which is offered for free. They helped teach me how to care for my pool. Therefore, I purchase my water treatment chemicals from them.

Approximate cost of services:
$300.00
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Company Response

Hi Krista,
We appreciate your feedback on Mermaid's Pool School. This is something we offer throughout the pool season and it has been very well received by customers over the years. For first time pool owners, we feel pool school is particularly useful. Andrew, Peter and Laura were the instructors in 2012 and we hope this will be the case again this year. And thanks for purchasing water treatment chemicals from Mermaid - your business is very important to us!
Sincerely,
Chris

Sheila from Ottawa
Sheila from Ottawa
4 reviews Ottawa, ON
9/10

Water analysis

We have owned a pool for years and Mermaid has always beeen able to help us with water quality issues and pool supplies. When the water turns green they always have the solution. They have never steered us wrong.

Approximate cost of services:
$100.00
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Company Response

Hi Sheila, thanks for the kind words. It means a lot when customers take the time to write about their experiences dealing with Mermaid Pools and Hot Tubs. Our store managers Andrew (East End), Peter (West End) and Michel (Gatineau) take a lot of pride in providing quality customer service. They are also wizards with water chemistry and know our products inside and out.
Thanks again!
Chris

Marc  from Ottawa
Marc from Ottawa
1 review Ottawa, ON
10/10

Great spa experience

Assisted Review

An assisted review is collected by a contractor on behalf of the homeowner after their work is completed. The homeowner must confirm the text of the review and may make any changes she or he deems appropriate. The homeowner then assigns the contractor a review score out of 10. Assisted reviews receive the same scrutiny as other reviews and must follow our review guidelines.

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

Approximate cost of services:
$5,000.00
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Company Response

Hi Marc, thanks for your kind words about our company and the service you received. I'm glad that you're enjoying the hot tub and hope it will give you and your family many years of enjoyment and relaxation.
Cheers,
Chris

Kountach from Ottawa
Kountach from Ottawa
1 review Ottawa, ON
0/10

After Sales service

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 !!!

Approximate cost of services:
$500.00
1 of 1 people found this review helpful.
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Company Response

Dear Homestars readers,
We are sorry that this customer feels this way and had a bad experience with our company. As always, there is more than one side of the story. On behalf of the company, I apologize for the delay in Mermaid getting back to this customer, but there was in fact communication between this customer and Mermaid during this 2-week period he has referred to. This customer needed a replacement spa cover after years of use that was not under warranty, contrary to his statement. Someone at the customer's home was not careful when opening the cover and ripped the cover lifter off of the spa, causing damage to it. After speaking to the customer personally, we offered them a discount on the replacement parts as a good will gesture. Mermaid has also left messages with the customer since to discuss his grievance. To date, we have not heard back from him. I am certainly willing to speak with him at his convenience to come to a resolution that satisfies both parties.
Thanks for reading.
Brad
General Manager
613-727-1854

Renee from Ottawa
Renee from Ottawa
1 review Ottawa, ON
10/10

Purchasing a spa

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

Approximate cost of services:
$12,000.00
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The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Mermaid Pools And Hot Tubs

For over four decades, people in the National Capital Area and Outaouais have been getting into the swim of things thanks to Mermaid. Since 1965, we have sold and installed over 40, 000 pools and spas, and continue to service what we sell. We design and build in-ground pools, and ...
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