We've been customers of Blok for about two years now. We purchased a 'Freedom' hot tub by Coast…read moreSpas. Blok was great right from the start (the BC flooding and landslides at the time delayed our delivery), and they've always been helpful answering our questions as newbie hot tub owners.

After our warranty issue, described above, Blok Pool eventually got in touch with us and reimbursed…read morethe cost of repairing the pump. I still have concerns regarding Coast Spa and warranty but our local dealer, Blok Pool, did come through and make it right in this case (reflected in 3 stars vice my initial 1 star).

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!

We recently had the pleasure of working with Jerritt from J.R. Power Systems Inc. this year, who…read morecompleted all the work on our extensive kitchen remodel. Several walls were torn down and significant changes were made to our kitchen, family room and exterior lighting. Jerritt worked on the project from beginning to end. We ran into some tricky situations and Jerritt resolved all of them. Jerritt was knowledgeable, thorough, paid attention to details, and always went the extra mile to help us out. We also needed an additional electrical panel and he went out of his way to help us find one when they were hard to come by. He always went beyond what was expected. He kept in contact with us at all times with texts, phone calls and was there whenever we needed him which we so appreciated! He's a stand up guy who really cares about doing good work. We so enjoyed working with him and would highly recommend him for any electrical project. He's the first person we'll call when we start our next project!!

From the owner: J.R. Powersystems is a newly motivated electrical company with skills, knowledge and experience to…read moreprovide clients with exceptional 24/7 service throughout Eastern Ontario. We provide electrical equipment, electrical wiring and troubleshooting of equipment and systems in a residential, commercial and industrial environment. Our work is at the highest of quality to ensure customer safety and satisfaction.

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.

Shawn was to repair my pool. Apr 22 he said we needed hotter weather. As of today nothing is done…read more Over 20 days over 30 & 8 days coming this week it would have been perfect to use the pool this summer's. Would appreciate an answer for work. Marilyn Dawe

From the owner: McCarthy•Cain is a partnership combining over 3 decades of experience, knowledge, innovation and…read morecustomer service. We offer complete interior and exterior home finishing as well as professional pool services. We pride ourselves on being able to solve problems precisely, creatively and on schedule. We are an honest and positive team - we like people and we love what we do! Our mission is to provide excellent customer service, quality craftsmanship and affordability to ensure the greatest customer satisfaction.