Mermaid Pools And Hot Tubs

BUYER BEWARE!!! When we bought our pool, we chose Mermaid because it had such a good reputation for service. I think the good service only comes before the sale! The Haywood salt system has never worked and Mermaid is giving us the run around. They send a guy out, he looks at the system, makes me sign a form and then leaves. Three service guys have visited so far, the system still doesn't work. Now the pool liner is damaged because of it. Very frustrating.
Chose another company.

Staff selected and sold us a "plus" chemical when a "minus" was needed. Their "mistake" was noticed before any chemicals were used, but when we returned they would not exchange for the correct product. I was told Company Policy...no returns on chemicals...or making good on their mistakes either. Pretty short sighted given what we spend there each year. Lets see if they make it right.

The spa I purchased had many issues and wasn't worth the cost I paid for it. Mermaid was slow to repair the issues and some remain. I find the price of their chemicals overpriced compared to their competitors. I find their staff to be generally unhelpful perhaps because they may lack experience in the industry. I will not be shopping there again.

False promises by salesman. He sold me on the five star service and hassle free installation. He stated that the installers were Mermaid staff and only installed for them. When all is signed and paid I find out my installation is sub contracted out, I call them out on in and they state that the installers only install for them (which I later found out was false). My whole experience with these installers was brutal, never answered their calls or e-mails. Notified me the night before they were going to come install and needed me to get a bunch of stuff figured out. Two weeks later the installation still isn't finished (cholrinator) and some of it is leaking. They've told me three times so far that they would come and were no shows. Horrible communication from the installers and Mermaid isn't doing much to get this fixed for me

Ordered a hot tub cover from mermaid pools and there was initial a mix up which delayed the delivery however mermaid pools quickly rectified the situation and made sure I was satisfied as a costumer. The new cover is fabulous and the delivery team did an exceptional and smooth job replacing the old cover with the new one.

New pool installed this week. Very satisfied with the whole process. Roxanne, Jordan and Roland and his installation team were all excellent to deal with. Very professional and attentive group of people. Made the whole process stress free. If your looking for a new pool or pool supplies you should contact Mermaid pools.

Once again this year, we have encountered equipment issues/failures while opening our pool. One of the big selling points for us going with Mermaid was that we were told that they use only the best equipment. Well, We are only on year 2 and already 2 of the major components of the pool have had to be replaced. Let me rephrase that, after multiple communication attempts and a long wait, one of the parts was replaced last year. As for the other part that broken down this year, well your guess is as good as mine as to when it will be replaced. They have been to the house twice now and still no replacement pump. This latest time, they brought the wrong pump! How hard is it to read the part number from our file and match it to a part in stock?! All that to say we are very disappointed and hopefully Mermaid will take this and other reviews to heart and reevaluate their service model.

Absolutely atrocious service -the reason we went with mermaid is that the installers were supposed to be employees - DEFINITELY not true they are subs. Our pool was installed incorrectly -support posts were crooked and not level. The sub could not repair in the fall apparently and was to fix in the spring. We have asked mermaid Three times for someone to call but have no had a call. The GM Brian does not care as he is aware of all of the issues. Do not buy from this company as you will need to hire a lawyer like we have

Quick to sell you their products and service...quick to take your money..... but better hope you don't have a problem....so slow to resolve. They definitely don't stand behind their workmanship and have a high turnover of service/installation crew. Make sure you have everything in writing and do your homework ahead of time!!!

Roxanne's knowledge, promptness to returning emails, enthusiasm, passion and dedication made this experience very pleasant. We were truly impressed . We will definitely send our friends to Mermaid Pools and Hot Tubs!