Just had the pool liner replaced in our huge pool. The workers had the old liner out and the new installed in 24 hours. Pool was filled promptly by Jack's Water, another stellar company in just a few hours. Quite a feat, it was 45,000 gallons! I cannot give enough praise for the great job mermaid did for us. The total cost was so reasonable. I recommend this company absolutely read more

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I wish I could rate 0. About 1 month ago, I was ensured that my hot tub could be relocated from my sunroom to outside. I asked for the serviceman to come to my home to measure, however, they said they did not need to come out, as they installed the hot tub so they knew they could get it out. I purchased an entirely new concrete slab for the hot tub to be placed on. once the concrete was done, Mermaids came to relocate the hot tub and said they could not do it. They promised a manager would be contacting me within the day to discuss. It has now been 5 days - I have called daily and my calls are ignored and I have been completely ghosted. Do not trust this store or their service! read more

I am overly disappointed with this Mermaid Pools and Spas. I needed a new liner for my pool, chose the liner, and a 50%+ down payment (nearly $5200) all at the same time. The person I spoke to said it would be under 2 weeks for the liner to be delivered, then they would be out the following week to install. It's been 6 weeks. They don't return my calls or texts. UNACCEPTABLE!! I will be seeking a full refund. read more

Sam is absolutely amazing! I will continue to come and buy my chemicals and anything else needed. Just because he was so nice and helpful.

Mermaid Pools was very helpful in assisting with my problems, and were very knowledgeable in niche areas. I was very impressed, especially given the young workers that are present there. Would highly recommend. read more

This is, arguably, the LEAST professional company it has been my misfortune to ever work with. They don't answer phones and they don't answer voice mail messages. They rent pool cleaning robots with standard debris filters when you specifically ask about the sand and silt, which left us with a cloudy pool when it all got stirred up, right before our big cook out and family pool party with family from out of state. They did refund my rental fee, but it still wasted two trips and left us with a pool that was embarrassingly cloudy. Also, they can't or won't schedule services! When you put in a service call, they ring you the same day saying "We can be there in about an hour"! This has happened to me at least 3 times in the 2 years since I bought a house with a pool. I will revisit that in a bit.. Most recently, I had questions about upgrading my pool pump and filter and had an absolutely ridiculous time getting anyone from service to EVER answer the phone or the voice mails I'd left. I ended up calling the Muncie store to ask for a Manager. She apologized and got the head of service to call me the next day to answer my questions. Typically, after requesting the installation, I got a call the day of. Installation got put on hold (through no fault of Mermaid Pools, it was due to an out of the box part issue) and once I had the part and got them back out to the house, which was a chore all on its' own, they left me with a small leak on my outlet house from the filter to the heater. I called on Thursday or Friday of that week and had to leave a voice mail again as no one answered. THIS time, a young lady returned my call the following Monday. She said they weren't to busy due to unusual rains and that I should expect a call soon. Well, Tuesday, Wednesday and Thursday all pass with no contact. They call me Friday, saying they were just finishing a job in a town near me and could be there in around 30 minutes! As I was on the road to Chicago for an 18th birthday weekend for my son, I requested he tell the office to please call me back early the next week. NO call for over 2 weeks and no reply to multiple voice mails, nor does anyone answer at the Anderson store after multiple tries. I called and left a message with a young man for the Muncie store Manager yet again. I explained the whole thing and she first apologizes and tells me that she tried to call the service department before returning my call and that she couldn't get through to anyone. IF a store manager can't get service on the phone, what hope does the average customer have? Anyway, she assured me that she would be in the Anderson office the next day and that she would get some answers for me and that someone would call me yesterday. I also requested a chat with ownership over my experiences. No call from anyone yesterday like she promised and NO calls today nearing the close of business. I was only putting up with this because I thought I didn't really have any other choice in my area. I now know that there IS another major Pool and Spa company in Muncie, IN. I gave them a call to ask a quick question and the phone was answered immediately! From now on, THEY will be getting my business. However, Mermaid WILL be coming back to fix the prior installation as it never worked without leaking and they know it. I will be filing BBB, Indiana Generals' and Federal Trade Commission complaints as well. I have now been waiting almost a full month for them to fix the leak from their installation and no one will even return my calls! My time is valuable, but they aren't respectful of that fact at all. read more

Very happy with my pool and hot tube! They took their time last year building it and it worked great then and now. Would pick them all over again. read more