Mermaid Pools And Hot Tubs

As new home owners we inheriting the above ground pool and from reviews on this and other sites, we called Mermaid to do our opening, (considering that we ourselves took off the winter cover and net)

Not sure if all pool companies are like this but over the phone they gave me a quote of $200-$300 for the job, which I guess is ok pending on the job, but they gave me a specific amount of $21 for a 21 Foot above ground opening kit.

After a week of anticipation Mermaid sent two people to do the job. Upon arrival they let themselves in from the side gate to the back. I told them that I'll join them shortly. After 10 min I was told that the job was done as the two ran off in a rush.

My issue with mermaid is not the $31 they charged me for the opening kit even though I was specifically told $21, but the lack of care.

Knowing we were new owners as told over the phone they didn't even bother tell us that our water level in the pool was not high enough for them to apply the chemicals but went ahead and dumped them in and ran off.

Really not sure why mermaid is rated so high, perhaps because the customer service in the pool industry is so horrible that these guys stand out, but we paid $233 for two people to literally connect two pipes together.

Most of these reviews here seem to be for the quality of pools mermaid sells, not sure but do they manufacture the product for the praise they're getting?

And don't bother with complaints as the management will not get back to you.

Bottom line, SAVE YOUR MONEY and do a bit of research on Dr. Google and Youtube :)

All we wanted from Mermaid was a bit of courtesy to explain to us the process of the above ground pool and charge us as promised, and we would have been long time customers with referrals.

We had been shopping for an above ground pool for about a year and half. We had previously purchased 2 pools at our former home from another company and weren't entirely satisfied with the customer service provided. Dealing with Mermaid Pools, and specifically Chris Bjornestad has been nothing but positive. Chris has been very patient in answering all questions. He is knowledgeable and not pushy. I do appreciate the experience we've had thus far with Mermaid and look forward to our pool being installed!

A review like this must be split up into many component parts: the product, the sales experience, the installation, and the after-sales service.
Mermaid was the very first pool company that was mentioned to me when we moved to Ottawa in the late 60s, so I knew they had a local reputation. When we decided to buy our own pool, the choice was a foregone conclusion.
Sales: We met Chris Bjornedstad at the Mermaid showroom and explained our needs and our budget. Chris was gold (and still is to this day). He showed us options and helped us make the right selections and spend our dollars where it mattered. He found us an "end of season" special and grabbed the last available pool in that price range. We got a heck of a deal. Chris was also totally up-front about the installation costs and potential additional costs should our land not be level. He also recommended the use of a water truck to fill the pool which turned out to be excellent advice. Ask for Chris, you won't regret it.
Product: When you buy a pool, you buy a mish-mash of elements from different manufacturers. The pool frame, liners, pump, filter, tools etc may all come from different manufacturers that Mermaid packages together. In our case, the frame and liner are in the very good range, the pump and filter as well, the fittings and pool cleaning supplies were "economy". It didn't matter as we went into this eyes wide open. Mermaid has options for all price ranges and you can opt for what fits your budget. One thing you can be sure of, the pool itself will be very good.
Installation: I knew what was entailed in pool installations as I'd done one before (and didn't feel like doing another). We thought that out backyard was relatively flat... we were wrong. There was extra cost for leveling which was well done. The pool was installed in no time and connected professionally. The crew was likeable, professional, and stayed within its stated budget and timeline.
After-sales service: As far as water analysis and products to maintain the water, top notch. If you're not used to the maintenance of a pool, go with it. I'm an experienced hand, but I always bring my spring water in for analysis. The repair and maintenance area could use work. It is difficult to get a call-back for an appointment, and since they use sub-contractors for a lot of the work, important information is sometimes lost in translation. This was the only issue we've ever had with Mermaid and the reason for that lost star in our rating.
Overall, you can't go wrong going with Mermaid. Especially as a first-time buyer, we encountered numerous staff members who were knowledgeable and helpful. A comfortable experience.

Renée Ottawa
I recently contacted Mermaid Pools in order to have a new liner installed in my above ground pool. I was referred to Dominique and she and I conducted our business via telephone and/or email. She was extremely helpful, polite and patient with me when answering my many questions. She returned any phone call or replied to any email quickly. She was very accommodating which goes a long way in my view. It was indeed a great pleasure dealing with such a knowledgeable employee.

Last year, my husband and I started shopping around for a hot tub. After going to a few stores, we are glad that we found Mermaid Pools and Hot tubs. Chris was very helpful when it came to choosing the right fit for our family. They offer an extensive variety of hot tubs for all budgets. The delivery was fast and their staff was very courteous, and prompt when it came time to install all the little things needed before we could use it. We have been enjoying our hot tub since then and it has been very enjoyable. I have to mention that they have provided exceptional after sales service also. If you want good service, Mermaids is the place to go.

I was very interested in purchasing the Waikiki Beach Deluxe Salt; I eventually did and was super happy with my decision at first. I then encountered a maddening experience with the Merivale location. The owner Dave called me and we settled all of the issues.
I then went to the Olgilvie location, Chris and the staff are fantastic with their customer service, knowledge and always helpful when I go in. It has been 10 months with the hot tub and I love it and will continue to go out of my way to the Olgilvie location.

I recently had the pleasure of meeting Chris from Mermaid Pools and purchased an above-ground pool to be installed in the Spring. I was very pleased with this transaction. Chris focused completely on my needs and budget and provided all the information I needed. I am very confident that the installation will go smoothly. I contacted other pool companies but did not feel as comfortable and well informed as I did with Mermaid Pools.

I have been getting my water tested at Mermaid since installing a new hot tub last fall and have purchased chemicals and supplies as well. The service I have received has been top notch, fast and always friendly. The staff have helped me out with advice when I needed it and have done extra tests when necessary. A special mention for Chris Bjornestad in the sales department is in order since he recommended an electrician and a landscaper to facilitate installation of the hot tub. Both of these contractors did excellent work, on time and co-ordinated well with the delivery schedule. The landscaper even volunteered to do some extra unrelated work at no extra charge. Thanks to Mermaid for all their help!

We interviewed 3 companies and decided after meeting with Mermaid that they were the company for us. The sales team (Dave & Chris) were great, we felt confident that we were purchasing a superior product and appreciated that they were upfront and realistic with cost and time estimates. They took the time necessary to plot out exactly what we wanted, and we couldn’t be happier with the end result.