# The Real Test of Customer Service Begins After the Sale 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. read more

Dont buy from Mermaid. They make promises they dont keep and you will end up spending a lot only to find out your pool was never worth it. Not only that, once our liner was out we could see the dangerous pool our children had been swimming in! They refused any compensation despite false promises and their guarantee that means nothing. We bought a salt water above ground pool 8 years ago. We were told it costs more but is made of materials that dont rust. So now we have what I suspect is a small hole in the liner, no problem we can patch it or replace the liner. Except our pool is not made with rust resistant material as stated and that we paid a lot for. One tiny leak and its rusted and will need to be replaced. Liners get holes and need to be replaced it happens but mermaid should replace the wall. Their solution, use paint. That wont fix it and is potentially dangerous since its rusting from the inside. 8 years is way to short for a pool to last, especially one that was so expensive. read more

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I purchased a Polaris robotic cleaner ($1200) 4 years ago and last year the unit died. Causes were attributed to the "tangled" cable which lead to issues with the motor to be replaced. Normally I would just write it off as normal wear and tear, but POLARIS have re-created their cleaner with a "tangle free" cable, because they identified it was bad and defective product. When I spoke with Mermaid, they just wrote me off and said" that's unfortunate". Well, that said, no support from Mermaid and obviously none as well from Polaris. I have since purchased a new cleaner from Pool Supplies Canada. Better price and good return policy. In conclusion, Mermaid was the pool king for so many years, but that is no longer the case. I've moved on to Campbell Pools. read more

WHEN TOLD NOT GOING THRU INSURANCE, MERMAID SERVICE TURNED SOUR. Ordered an installed above ground vinyl and metal pool. The bottom liner split in many tears 5 years later, cracking the wall. When told not going thru insurance, Mermaid service turned sour, and they initially refused to help choose a replacement wall, nor liner. After 7 emails (2 replies), 4 calls, 3 visits, and 2 meetings, Mermaid agreed to order a new wall. When the new wall was too tall, Mermaid at first refused to exchange it. After a BBB case was opened, Mermaid agree to exchange the wall. While picking up the shorter wall, Mermaid unilaterally changed the terms and conditions, stipulating that the wall would not be released, until all negative reviews were removed from the Internet. Apparently, there are several customers who had "Problems with Product /Service" issues and reported it to the BBB like: "16 complaints closed with Better Business Bureau in last 3 years | 10 closed in last 12 months. BBB found business made good faith effort to resolve complaint but customer not satisfied with business response (5 complaints)" here: http://www.bbb.org/ottawa/business-reviews/swimming-pool-contractors-dealers-design/mermaid-pools-in-gloucester-on-554/complaints For eventually releasing the wall, Mermaid has earned a 1-star rating. B.M. Try googling "pool supplies canada". read more

DO NOT use this company. Buying from them was great, no issues there. Once you run into a problem, good luck! We purchased an above ground pool 4 years ago, after the first year, there was no water in the pool. It took me 2 months for them to replace the liner, the only way they were going to do that was " You must give us a 5 star review online" and we will replace your liner. "You must show us proof that you did this and we will come and replace your liner" When the installer showed up, he stated the company that installed our pool was fired as they cause so many issues on multiple pools. The pool was installed with crushed stone under the liner which caused multiple punctures in it. 2 years later, our pool again has no water and all the walls are bent. Just contacted mermaid and guess what.......it's my problem and nothing they can do. WORST COMPANY EVER!!!!!! Oh and all the good reviews you see online.....those are all there because Mermaid PAYS you to write them. read more

I have an old inground pool and over the years I have had to make repairs to liners, inground plumbing lines as well as other equipment. They have always been good to work with and their work was always done well. I have used another company in the past but found them lacking and they eventually went out of business. They have good expertise and good people to work with. read more

Your probably wondering why am I shopping for a pool when I live in a tiny apartment. Well I am shopping 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. read more

Yes, this is definitely as good as it gets. Brian Graham was very helpful to ensure we had all we need when we needed it for our hot tub purchase and installation. Mermaid lined up contractors to set up the area for hot tub installation and ensure our electrical service was up to par (excellent contractors - did what they promised, when they promised and at market rates - I checked). When we ran into a hiccup on our delivery date, Mermaid pulled out all the stops and ensured the hot tub arrived that same day. Folks you can't ask for better service than this - I would highly recommend Mermaid Pools. To anyone that is reading negative reviews don't let yourself be fooled. If Mermaid knows there's a problem, they will work hard to address it! read more

Zero stars 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. read more