Mermaid Pools And Hot Tubs

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!

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.

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

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!

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

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.

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.

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

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 !!!

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