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
- 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