We got prompt, professional service at a reasonable rate. I couldn't have asked for better, and was…read morepleasantly surprised after finding them online. I called on a Sat. and my pool was open on Wed. at a reasonable rate, during busy season. I would definitely use their service again.

Your probably wondering why am I shopping for a pool when I live in a tiny apartment. Well I am…read moreshopping with my parent's for their new hot tub. They were looking for the ultimate hot tub to compliment their newly landscaped back yard and waited 'to save a bit' by purchasing 'off season'. I love this place. The hot tubs are so 'out of this world' and I cannot imagine coming home from work and slipping into hot bubbling water any time I wanted. My parent's live too far away from my place to just make it a spontaneous stop and will always involve dinner, talking and they will want to sit in the tub with to me the whole time I'm there. Someday I will buy my own hot tub. After watching my parent's purchase one today and after they carefully reviewed all the options, they picked a gorgeous one. Loved the sales person, very patient with my dad. Hope my parent's are going on holiday soon and I can settle into their fabulous new Mermaid hot tub.

# The Real Test of Customer Service Begins After the Sale…read more I don't write negative reviews lightly. In fact, this review exists because I gave Mermaid Pools every opportunity to make this right. I waited patiently, communicated professionally, and repeatedly chose private conversations over public criticism. Nearly a year later, I still don't have the spa I paid for. This review isn't about a technician making a mistake. Mistakes happen. It's about what happened after the mistake--and what that says about Mermaid Pools' commitment to customer service. In November 2025, a Mermaid Pools technician incorrectly installed the cover lift on our brand-new Signature Spa. The error left multiple unnecessary drill holes in the side panel. The technician acknowledged the mistake immediately, and we were assured a replacement panel would be ordered and installed in the spring. That sounded perfectly reasonable. Unfortunately, that was the last part of this experience that was. Over the following months, communication became a constant struggle. Phone calls went unanswered. Messages weren't returned. Updates almost always came only after I reached out first. The explanation continually changed. The panel was coming. The panel wasn't coming. The shipment had been delayed. The shipment had arrived. The panel still had to be located. Another shipment was expected. Another update would come next week. This cycle repeated for months. Eventually I contacted the Director of Operations because I could no longer get meaningful updates. To Phil's credit, he apologized several times and acknowledged that the original mistake belonged to Mermaid Pools. Unfortunately, apologies never translated into action. When the replacement panel finally arrived, the situation somehow became even worse. Before installation, I sent written instructions identifying exactly which panel required replacement. I even described its location relative to the control panel and drain valve because, after months of waiting, I wanted to eliminate any possibility of confusion. Despite those instructions, the technician arrived without the tool required to cut the drain opening. Instead of returning to the shop to retrieve the correct tool, postponing the installation, or calling his manager, he installed the panel anyway. The new panel was scratched during installation. The drain valve was completely covered. Our spa could no longer be properly drained. At that point, this was no longer a cosmetic issue. I ultimately had to purchase my own pump simply to perform routine maintenance because the drain valve installed by the manufacturer had effectively been sealed behind the replacement panel. What I still cannot understand is this: Why install a panel that you know cannot be completed properly? Why wasn't the technician prepared? Why wasn't the damaged panel rejected before installation? Why didn't anyone simply retrieve the proper tool and finish the work? Most importantly... Why has no one returned in the three months since to complete what should have been a straightforward repair? Those are management failures, not manufacturing delays. Throughout this process I repeatedly heard that the manufacturer was responsible for delays. Perhaps they were. But I didn't purchase my spa from the manufacturer. I purchased it from Mermaid Pools. Managing suppliers, scheduling repairs, preparing technicians, inspecting replacement parts, communicating with customers, and completing warranty work are all responsibilities that belong to the retailer. Passing those frustrations on to the customer isn't customer service. What disappoints me most is how preventable all of this was. One phone call. One honest update. One technician arriving with the correct tools. One manager insisting that incomplete work not be left behind. Any one of those things would likely have prevented this review. Instead, nearly a year after Mermaid Pools damaged a brand-new spa during installation, I am still waiting for the repair to be completed. For a purchase approaching $20,000, that is simply unacceptable. Ironically, the sales experience was excellent. The after-sales experience has been one of the most frustrating customer service experiences I've encountered with any major purchase. I have retained the complete email correspondence documenting this entire timeline. Every promise, every delay, every apology, and every missed commitment is documented. If you're considering purchasing from Mermaid Pools, don't judge them solely by the showroom experience. Ask them what happens after something goes wrong. That's when you'll discover what kind of company they really are.

I am very disappointed in the service and about the dishonesty of the personnel, including manager…read moreLyne, at Mermaid Pools. The technician was in my back yard doing a "full and comprehensive" inspection of my hot tub for not longer than 4 mighty minutes, which is not enough even to buckle the hot tub cover back up. I am extremely concerned about the service this company is providing to its clients and what you charge 229$ plus tax for a four minute visit and a phony report. Disappointed client.

Customer service in pool parts area is horrendous! Rude,Rude,Rude If you need a patch kit for your…read morepool that looks like a pool liner you will not get it here. Very ridiculous that I even asked according to the goofball clerk.I drove down to Campbell Pools and they had exactly what I needed. Including polite and pleasant staff!

I'd give Sani-Sol a 2 1/2 star rating, if only I could. Service has been so-so, and they are closed…read moreSundays which is inconvenient to me as I work Monday to Friday. Last year, we moved into this house in Stittsville south, and it has both a pool and a hot tub. I have been looking forward to this! What ever house we would have purchased, I wanted to have a hot tub; the pool is just a really nice bonus. Of course they both do cost a bit of money to run, and a bit of effort to maintain. However, I prefer this to swimming in a community pool with so many people using it. And the beaches around Ottawa are not much better, often have high pollution too. To each their own! Sani-Sol is close to home. I've only ever been there a few times, and I've always been greeted and served by very young people (ie: teenagers, students) who have been pleasant enough, but I've never had the pleasure (?!) of dealing with the owner or a technician. My husband did, though... last summer when we hired Sani-Sol to open the pool. The person who came out to help was a young man, who just did the work, and didn't explain much of anything (we would have liked to know how to do this on our own). Oddly, he didn't realize we are new owners, and he told my husband, "I know your wife," as he had opened this pool before... Although it wasn't me he had met, but the previous owner! The customer service here really is not very personal; they definitely do not try to get to know you - even if you've been there before. They also don't seem to reach out to previous customers. As I mentioned in starting, they are closed Sundays when I might want to get my water tested; so that is inconvenient. The best part is that they are close to home. Unfortunately, there is a lot of competition out there. I have gone here more to get chemicals when needed, but I get the customer service elsewhere.

Very dissatisfied with response to my complaint about how low the technician lowered my pool when…read morehe closed it last fall. It was down at least six inches below the jets and It will cost me several hundred dollars to fill it up. In all the years of owning a pool I have never seen this done before. The manager said I must have a leak in the pool. That's it. Took no responsibility for his technicians work. There's another pool company in Stittsville and they just got my business.