Mermaid Pools and Hot Tubs

This was the 3rd pool that we’ve purchased at Mermaid, and it was by far the best experience that we’ve had. Adrian is very friendly, professional and extremely knowledgeable. He answered all of our questions and concerns and provided us with sound information in order to help us select the best pool for our needs. The pool installer team is second to none ; they were absolutely AMAZING. They were extremely friendly and courteous,knowledgeable and professional. They worked very hard and explained every step of the process very clearly. We cannot say enough good things about our experience. Thanks to everyone,

Fantastic experience! From purchasing to recommending a contractor for the foundation and an electrician. After sales device was excellent too. Thought I had a leak and called Adrian. He was ready with a technician two days later. Turned out to be nothing but it was nice to know that they would respond so quickly. All in all - great experience.

I have used several pool companies for my in-ground pool over the years, and so pleased to have switched to Mermaid Pools to install a new liner and filtration system this Spring. Myrtle was efficient and thorough in presenting liner options and the contracting. Denis and his team of technicians were excellent in getting the work done, always on-time, and focused on getting the project finished so I could host a graduation party for my son! Denis, with more than 30 years of experience, solved every issue. Very happy with the final result and service.

Hello, I bought and just had an above ground pool installed few days ago. Everything went smooth and as planned. At the store (Sales), Adrian Campbell was great. He very quickly answered all my very many questions :) via phone, SMS, and emails, and kept me updated about the ongoing promotions. With him, everything was clear from the very start. After signing, things were carefully planned, and timelines were respected. I was even offered to have the installation done before the initial estimated time! Installation went very smooth. I highly recommend this place.

We contacted Mermaid in the spring of 2021 for an above ground pool purchase and installation. The pool was installed in August of 2021 and 2 months later Mermaid closed it for the season in October 2021. At the time of closure, there was visible water damage down the outside of the pool wall from a leaking skimmer however it went unnoticed by both us and the Mermaid crew that closed the pool. As the pool was open for less than 2 months, it was clearly leaking from the start. We opened the pool in the spring of 2022 and every few weeks we were adding water to the pool. We assumed it was due to evaporation however at the end of the 2022 season (September 2022) the water level continued to lower so we contacted Mermaid as the weather was cooling off and we no longer thought it was evaporation. Mermaid immediately asked us to hire divers, at our own expense, to find the source of the leak. This was a brand new pool, used for 1 season and they were already passing the responsibility to us. We ultimately found the source of the leak when I removed the skimmer and saw the gasket was improperly installed as per the manufacturer instructions since they installed it underneath the liner instead of over top (see images). When we asked about the warranty, at first we were told we had to buy a new skimmer and pay for installation. After some back and forth they offered to cover the cost of the skimmer but I had to pay $200+ for installation. A week later they said the free skimmer was "no longer on the table" (they didn't specify a reason but they are extremely petty so I'm assuming they didn't like being called out for their poor workmanship) and it went back to paying for both the skimmer and installation again. The contract we signed had a 5 year warranty which includes the assembly and installation of the pool equipment, including the connection to the pool. At this time, it has been 6 months since we notified Mermaid and they refuse to acknowledge the issue with the installation. We have pictures that show water damage directly underneath the skimmer at the time of closure yet they claim "Mermaid closed the pool in the fall of 2021 at which time it was not leaking, nor was the skimmer damaged in any way". I'm disappointed in the lack of support and blatant avoidance from them; they obviously don't warranty their work and I would recommend going with a different company if anyone is in the market for a pool/spa. Getting any response from them is hard to come by and when they do decide to respond, it's almost always asking us to pay money whether it be for a liner repair kit, professional divers, new skimmer etc. Do yourself a favour and buy somewhere else because up until the warranty issue, everything was fine. The salesperson (Adrian) was good, the employees at the Orleans retail location were good but the installation group and customer service department are useless and they don't care once the purchase has been made. Update: In a final attempt to settle the issue I reached out to the managing partner who was able to resolve my issue. I had asked this to be escalated previously but the Mermaid employees refused so I took matters into my own hands and proactively contacted him outside of the normal Mermaid contact information. He seemed unaware of the situation but once briefed I had a new skimmer installed the next day. While I'm happy this is finally behind me, I think the staff I was dealing with needs a refresher on how to work with customers as opposed to against them. Overall I still can't recommend Mermaid for anyone in the market for a pool or hot tub but have given them a second star since my issue is finally resolved.