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.

# 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.

It's hard to find the words to describe how helpful and incredibly hard-working working this team…read moreis. More the once I have called the owner, Daniel, for pool advice and he has been kind enough to help me out over the phone. I am so grateful and suggest you book them NOW for whatever you need. Andrea/Jamie

From the owner: Non invasive state of the art Leak Detection…read more Pool Opening & Closing Liner Replacement for Above Ground or Inground Pools Above Ground pool Sales and Installation Re-Leveling of Above Ground Pools Structural Repairs Pump & Filter Replacement Insurance Claims Estimates Pool removal and Burials Salt system Sales and installation Electric Heat Pump Sales and installation Underground Damaged Water Lines Replacement

I purchased a dominion spa L740 with York at Hot Tubs Ottawa…read more The customer service was great and every time i send an email i get a response from York within mins. York has a great product knowledge. He was able to answer all my questions. I recommend purchasing your spa from York.

Hot Tubs Ottawa is excellent. We purchased a hot tub from them a few weeks ago. It was a no brainer…read morebecuase we found a model that had the right features, great quality, was gorgeous, at a great price, and was in stock! When they reached out to arrange installation, I asked for delivery either first or second week of November. They delivered on November 1st! York (who is the manager and is excellent btw) recommended an electrician they work closely with, Frank Chabot and this guy was aces. No fuss, just fast and professional work at a reasonable price. When we started up the hot tub last night, there was a slight hum coming from one of the pumps. I sent an email to York this morning, and got a call back within minutes. The pump will be replaced same day! Truly, they have exceeded our expectations. Their "say to do" ratio is 100%. I highly recommend them!

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 was glad when the previous owner ( who was not the most customer service friendly) sold to the…read moreBicknell family. The Bicknell's own quite a few stores in town...Bicknell's offer friendly service and bend over backwards for you. And since they bought it the prices are reasonable. I bought a wood stove from them last winter and for the first time in years we are comfy in our home! This summer we replaced a broken above ground pool- the price was great and so far so good!!!

From the owner: For nearly 35 years, SummerHaven Pool, Home and Spa has been specializing in fun, relaxation, and…read morehome comfort for all year round. Whether you're in the market for a pool for fun, a luxurious spa for relaxation, a stove to warm your home in the winter, or a fireplace to create a comfortable focal point, a barbeque and/or an outdoor kitchen, pavers and firepits or even new quality patio furniture, we are certain that you will find what you are looking for at SummerHaven Pool, Hearth & Spa. Local swimming pool, spa, fireplace and heating products company - Serving customers in cities, towns, and suburbs near Potsdam, New York including: Bangor, Brasher Falls, Canton, Colton, South Colton, Edwards, Hannawa Falls, Hermon, Heulvelton, Hopkinton, Lisbon, Madrid, Malone, Massena, Norfolk, Norwood, Ogdensburg, Parishville, Russell, Stockholm, Waddington, Winthrop and more.

I can't find a damn thing in here but THANK YOU for being SO dog friendly! Makes me enjoy my lil…read moretrip in, all that much more... you know, lightbulbs are not that exciting.. haha! I won't name the lovely staff but... they know who they are. Thank you again for being dog people and letting my senior pup not have to wait in the car/at home after our hike. Oh. Store is clean, not cheap but nothing is anymore.... And yes. It's huge. Love the easy self check out.

This location is a handy and convenient place to drop in…read moreWhether I am simply checking prices or looking for some materials or tools it is difficult not to purchase a few items each time. They have great price break offerings. Staff is helpful, knowledgeable and friendly Store is clean and well setup I like it