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 !!

I am in the same business as these guys ( Competitor) and I have always found them help-full and…read moreforthcoming with parts and information when I needed it. I recently made a mistake with a shipment and found myself in a tight spot. They stepped up and helped me out , saving me a great deal of time and money. They have refused to take any form of compensation stating, " just happy to help" You can trust that if this is how they are " behind the scenes" , they will treat you with honesty and integrity. Thanks Again

Hope I can give zero star. Absolutely garbage. Only good at sale. Poor poor customer service. After…read morethey sell your the items, if there is a problem. They would told you it is out of their hand. I ordered that winter safety cover from them company last year and it wasn't ready at the time them estimated it would be ready. We end up need to wait until Nov to have the pool closed. Waste lots of time of cleaning the pool which was too cold to swim in and waste lots of money to buy chemical to clean it. Just because the winter cover can't be arrived on time. and we suffered a lot for waiting to close the pool. Then even they came to measure it before making it. the size wasn't right! They took it back for resizing in June then and it is not back yet! They called me In the beginning of Aug to order pool closing service, but they don't even know my winter cover is not back yet. Bad communication between departments. Only the sale department is efficient. The service department is garbage. Another frustration is they don't brother to return your call or email. Finally I reach the owner today. Thé owner said they are not the priority to have the product from the supplier because they are not the business deal with life and death. It is so funny, it's first time I learn that swimming pool cover supplier also make equipment that save life. Thé attitude of the owner tells all. Choose your pool service company wisely folks.

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.

# 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.

Amazing, helpful staff, always know I'm welcome even when I have the silliness of questions.read more

From the owner: Family owned and operated Swimming Pool Builders and Retail Stores with over 35 years of…read moreexperience. Our knowledgable staff can help you you with any pool related issues you have weather you bought a pool with us or not! Read more about our inground pools and above ground pools and call your nearest locations for a free quote and installation dates. Even better, drop by and we will show you how everything works!

Superior product and customer service !…read more Having an entire backyard project (and front yard in our case) designed and built is a huge investment in time and, of course, money. After speaking with other customers and visiting projects by Edgewater Pools & Jonathan Robert Landscapes, we decided to move forward with them. We were amazed. They do not sub out work like every other pool and landscaping company, these guys have their own team, their own equipment and are total professionals. Their work crews showed up each morning before the crack of dawn and did not quit until well after dusk. They cleaned up after themselves each day and made sure the entire project was seamless. In watching them and inspecting their work daily, we noticed that everything they did was done right. There were no short cuts or corners cut and it became very apparent to us that they employee a team of skilled craftsmen who take pride in what they do. The foremen (Scott) would touch base with us every day and provide us updates while pridefully showing us their daily progress. From the beginning Bert (Designer) and his team where transparent about the timing, what to expect and worked tirelessly to help us create a beautiful design within our budget. Jonathan (Owner) would be on site multiple times a week to make sure things were on track. It is obvious that this company is run like a swiss watch and produces an outstanding quality product that speaks for itself. They have turned our backyard into something that our family can truly enjoy for many years. (winter photos attached)

From the owner: Edgewater pools is a full-service design/build pool company. We work with you Ottawa area…read morehomeowners to design and create the perfect backyard oasis. We offer a full project management and professional landscape construction services with in-house professionals to turn your dreams into reality.

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!

4 years ago we spent $5-6k on a new Hayward pump, Super vs, a new filter, and a new heater…read more The Pump quit this past September and Poolerama was quick to refer us to Hayward. Talked to Hayward and they suggested we buy a new pump. The pump was $1200 and they want us to buy a new one... after four seasons. We thought we were buying the best and through a reputable dealer. Both have left us feeling ripped off and without support.

Poolarama did some work for us. It was o.k. (new liner and replaced pipes for the pool). After…read moreseveral recalls they got it right: wrinkled liner was almost completely straightened (except in the corners it is still wrinkled), leaks around the skimmer fixed after a couple of tries. But unfortunately, Steve Bourada, who with his borther Derrick operates Poolarama had also recommended his brother Marc Bourada, who at some point in the past parted his business ways with his brothers and is now going and operating under business names "Outdoor living designs" and "Creative Solutions Inc" for some backyard design work. Well, two years later Marc is nowhere to be found holding on to my over $20k (the Ontario Small Claims Court made a judgement for over $20k + interest) but now Marc is not responding to his phone, not returning calls, did not respond to the judgement. According to Derrick Bourada, who said to me over the phone that they have worked with Marc and will continue working with Marc in the future, but his business has nothing to do with them. And we are not the only ones: I'm aware of other cases where the same vector lead to Marc swindling various amounts of money: Steve would recommend Marc, Marc would collect and vanish at various stages of the project. I won't be going back, I hope you will understand.