My experience with Mermaid pools was terrible. After them breaking numerous promises regarding the installation of our pool and not even showing up at our house, or returning our calls I cancelled the pool and they refused to return even a portion of the deposit, despite having done no work.
- Approximate cost of services:
- $18,000.00
- Company Response
Dear Mermaid customers,
In this particular case, the experience for Rhonda and our company was unpleasant and unfortunate. We acknowledge that our communication with her in terms of scheduling could have been better. Mermaid apologized to her in person for this. At the time of planning the pool installation, there were weather delays. However, what could have been a substantial delay due to heavy rain would in reality only have been a few days because of our efforts to expedite the install. We explained this to Rhonda. Our pool installation schedule is often at the mercy of bad weather – a reality of a seasonal business - but we do our best to avoid long delays. The customer is upset that Mermaid did not return her deposit, which I understand. However, we had ordered, paid for and had the pool kit delivered to Mermaid by the manufacturer with the understanding that we were to install Rhonda’s pool. We saw no reason to return her deposit as the company would have been out of pocket and had not violated any terms of the contract. In fact, the contract clearly states that installation dates are subject to weather conditions. In the future, we’ll strive to communicate more effectively with our valued customers and regret what has transpired. Thanks for reading,
Brad