Horrible experience at the Ogilvie location with Roxanne !!! When the pool was installed, there was a defective panel. There was an air leak between the pump and the pool.
When I ordered my steps, I had asked Roxanne that the outside ladder be self latching to be in compliance with Russell Township bi-laws. It needed to be lockable. I received the inside steps and a box which I thought contained a complete outside ladder and self latching device. The outside of the box showed a picture of the two ladders and the self latching device. The self latching device was not in the box and there were no additional boxes for it. The manual shows assembly instructions for the two ladders and the latching device. When I called to schedule the installation of the ladder, Mermaid told me they were too busy to schedule "at all". So I had to keep calling to try to get a supervisor, which was never available. When Mermaid finally decided to come and install the ladders, they were in a big rush. The ladders were installed very crooked, they are not level at all. They didn't have time to make it level. The stairs are now warping and you step on the top step, the whole outside ladder flips up. I pointed out to the installers that there was nowhere to put a locking device, they said to go buy a "gun lock" and put it on the steps. Roxanne did not order the appropriate components, I paid for this.
To schedule repairs for the air leak, installation of defective panel or ladders, Mermaid kept transferring me from "sales" to "installation" to "service" to "parts" and back again through all the departments, over and over again. Left numerous messages and send e-mails. After 2 and a half months, the pool started to come apart where the defective panel was so I went in the store to show them pictures. The liner is slighly lower where the defective panel was. They finally installed the defective panel and fixed the air leak. However, the crooked stairs have yet to be dealt with. No one at Mermaid is returning my e-mails or calls. I will be going to the BBB for resolution.
When I brought water samples, they would tell me to add salt, etc. When I asked why my salt machine indicated the salt levels were ok but they wanted me to add salt, they told me their equipment was not calibrated properly. That's not right. Good thing I have friends that have pools and the internet.
As a new owner of a pool, I was told I would be attending Mermaid's "pool school" in June. I have asked three times. It is now July, nothing.
If I had to do this again, I would not buy from Mermaid. I am getting a hot tub next year and it won't be from Mermaid, guaranteed. I have a friend that will be purchasing an inground pool and another one, an above ground pool, next year. You can be assured, they will not be buying from Mermaid Pools.
P.S. The team that installed the pool were great. As was the electrician and the water guy.
