Mermaid Pools And Hot Tubs

Just wanted to write a quick thank you message to Roxanne and the rest of the mermaid team. I had the pleasure of dealing with her when purchasing my pool. Roxanne's knowledgeable & professional service made my purchase a pleasant experience. Thank you for your helpful service. 

They contract out their work to anoyhrr company. We advised mermaid thst our year was small stone. We even showed pictures. Mermaid stated that this is fine and even better than having grass. Property is level. Team showed up and we're angry that there was stone. Their voices were raised and they made it clear that they were not happy with this. They told us the only way we would have a pool installed that day was to pay them 200.00 cash. Otherwise they were walking out. We should of refused and let them walk but we could not get a hold of mermaid ad they never answer the phone. I have left them several messages and have yet to hear back from them. My suggestion is to go elsewhere. We paid 5000 for a 12 foot above ground pool. Basically a soaker tub. Apparently this was free installation cost. At any rate spend your money with a more reputable company and ask questions. Had I checked BBB or homestars I Woukd not of used them thus Woukd not be in the position I am.

Roxanne Pilon was very helpful and friendly while making our pool purchase. All our questions and concerns were answered and was very knowledgeable in what equipment met our needs. We are enjoying our pool very much this summer!

My wife and I along with our 3 kids had been continplating purchasing a new pool for 2 years. Finally we decided to make the leap! We had been looking online and asking around the area for the best prices and service. We had heard a lot of good things about Mermaid Pools. So we decided to visit there showroomay and from the second we walk in we knew why they had such a great reputation. From the sales to service and install we have 100% satisfied. Now we have a great new pool and feel we were treated with excellent care through the entire process.

Our experience with Mermaid was good as a whole. Roxanne was friendly and knowledgeable during our purchase. We did have a few communication difficulties but in the end we are very happy with our pool!! The service and installation teams were great.

Poor service from Mermaid pools. I purchased a solar blanket from mermaid and they cancelled on me three times on dates they offered. When they did show up it was late and without the proper supplies. They gave me no instructions and when they came back to complete the job they said I had not taken care of the cover? This is the second time this year I have had terrible service from Mermaid so I called and asked for the manager, they told me he wasn't in and would call me back. I had to call back twice more and not one of my calls has been returned. Once again terrible service

No stars from me either.
We had an inground pool installed in 2015. The whole installation process was a nightmare. Started at the beginning of June, ended at the end of July. It was one issue after another. The main thing was really a lack of communication between the "project manager" ( I really don't know what that means because I saw him the night before installation began then never saw him again and he did not manage anything. I ended up firing him after 1.5 weeks but the person who took over was no better), us and the workers. Many times I asked to be kept informed of progress and when additional trades were needed such as electrician and gas installation. I would then be told that the electrician is needed now to ground the pool, the gas installer needs to come now to put in the line otherwise the work can't proceed. Mermaid had not given me any info on subcontractors (as promised) or when they would be needed.
Finally, most of the issues were resolved at the end of July.
This spring, it started again. We had the pool closed in the fall and reopened this spring by Mermaid as it is under warranty. There was a big leak identified by the technician. We waited for repair but nobody came. Started calling after 1 week, asking for a date of repair. Left 3 messages before someone called back. As per Mermaid, they were not aware that there was a problem that needed fixing. A date was set-up for repair but nobody came. When someone did come, they fixed part of the issue but another leak developed. Emails, phone calls, visits to fix and it was finally done.
Now, 1 month later, it restarted to leak. They fixed the original problem by putting silicone around it. A temperature probe in a flexible tubing, held in place with a clamp and silicone is not a permanent fix.
I'm just fed up with Mermaid. Every time someone asks about my pool, I tell them the whole story.
My advice: Don't go with Mermaid. They may have been around for a long time but it doesn't mean that their products or service are better. STAY AWAY FROM MERMAID.

Our experience was so dissappointing that I had to share and warn others to look elsewhere for their purchase. Recently purchased an above ground pool from Mermaid Pools. Thought we did it right, researched the company, read consumer reviews, checked out their BBB rating...all for nothing. Once Mermaid had our deposit, they provided no customer service. Did not return our calls - we had been mislead by incompetent sales staff on an item and received something completely different upon delivery. Will take all future busines (opening/closing pool and pool supplies purchases ) elsewhere. Stay away from mermaid, go somewhere where you business is important no matter what point of the transaction you are at.

What an amazing team! They helped us choose her pool that was right for our lifestyle and land. We now use it every day and we could not be happier. They were very professional and took the time to explain every option to us in detail. I would high recommend this company & Roxanne Pilon if you have any questions about a pool!

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.