pleasant on time…read moreprofessional explained problem thoroughly instructed how to prevent same problem occurring

Moved to a new home with an inground salted pool. Never managed a pool before. When searching for a…read morecompany that offers services to teach us on how to operate a pool..HB pool reached back within 24h and I was extremely satisfied with their services. Very efficient and professional. Our pool tech was able to come show us everything we needed to know about our pool, specially on how to operate the salted pool system. He also sent us a short format video on it precisely on our pool system. Love it! Thank you so much HB pool! Extremely satisfied with your services and how you operate.

Outstanding Service, from start to finish: Spoke with Gabriel on phone many times to confirm…read moreoptions and pricing and timeline for job completing...she was very helpful, friendly patient with efficient communication, as promised. Her experience was very helpful in analysis best options for us. Mark came to measure our pool in the rain on a sunday morning, with his son...he had samples and provided excellent unrushed professional pre-install and post install service. I cannot recommend this company enough...Best service from any pool store in city in the past 14 years...I highly recommend them. Thanks again Gabriel, Mark and your team at Campbell Pools! Great Job!

Long Time Customer with Campbell Pools, always Good relation ship …read more.. UNTIL today ..I had purchased a Pool Valve a couple of days ago( $ 20). My Friend had an identical valve in overstock, and he let me have his. Thank You. With that in mind, I wanted to return the Valve I had purchased. Now,I did not have my receipt, and I was told ( NO RECEIPT- NO MONEY ). Really, not even a store credit ...Firmly -NO Receipt-No Money..Store Policy!! I had told the Mgr. that I was a long-time customer, purchased a pool from them in 2021, and also 2 Heaters from them, and ALL the supplies I needed, dating back 25 years or more ..NOTHING ..When I told her that NEGATIVE ADVERTISEMENT goes a long way, and quicker to People than the advertisement you will pay for..WoW.. THE STAND QUICKLY ( of not returning my money ) changed, and I was given back my 20 Dollars. ALL THIS OVER, 20 DOLLARS..YOU lost a Customer for Good. NOW, THIS DID NOT HAPPEN IN ORLEANS, THIS OCCURRED IN THE EMBRUN LOCATION .. VERY DISAPPOINTED AND UPSET !!

# 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.

Dont buy from Mermaid. They make promises they dont keep and you will end up spending a lot only…read moreto 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.

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).