Mermaid Pools and Spas

Verified by N49

Phil was great to deal with. Never felt pressured in any way. Answered all our questions. Great experience overall. Go see Phil.

We had major installation issues and are still fighting to get resolved 4 years later.

Service is very difficult to get. Communication among employees seems to be an issue. High turnover in staff and they use a lot of contractors which in my opinion affect their accountability.

Their service is OK in the store, but don't bother trying to get through to them on the phone. They have a very poorly set up automated system that sends you around in circles. I called the number for the Merivale location looking for a solar blanket for my inground pool, and I got into voicemail hell. After clicking numerous buttons I got to a point where it asked me if I wanted the east end or west end location, even though I had called what I thought was the direct number to the west end store. After another bunch of questions, I finally got a ring-tone to what I hoped was the parts department (which I had selected in one of the numerous button pushes along the way) only o be out through to an answering system and be asked to leave a message! Sorry folks, you lost that sale. I went to a store that actually answered their phone after the first ring.

We purchased a 15 foot pool and received excellent service from our salesperson Ross MacDonald as well as the Manager who was onsite.

I would recommend mermaid pool to everyone.

My husband and I purchased a Bullfrog Hot Tube with the help of Phil and Erika in December. We had a very pleasant experience dealing with Mermaid. The model we purchased was a floor model on sale. There was a very minor problem with the hot tub at first (just a plug in the wrong spot or something like that) but their service department helped us out with the issue immediately. That along with sending someone to our house to go over properly operating our hot tub and using the chemicals was very beneficial and much appreciated. I would definitely recommend Mermaid Pools if you are looking to purchase a hot tub!

Don't expect ethic. These are typical contractors. They do not disclose all the information required when you buy something and they don't want to pay for their mistakes. Worse, they don't even reply to our calls, letters and emails. Their sellers are only paid by commissions: they lie to get a quick sell.

Don't ever let them sell you a pool without a subdeck: that's the first trick they did to me and to other people I know. It is like selling a car without wheels...

Don't expect them to follow ethic: even if under warrantee, but if the supplier or the installer does not want to honour his part, they won't do it (even if they made huge profit on the deal).

Every body I know who dealt with them was disappointed: my guess is that these are fake comments.

We purchased a Bullfrog hot tub from Mermaid and our experience was great. Erika and Phil were very informative and helpful. They easily answered all our questions and concerns about the proper management and set up of the hot tub. There was a minor glitch in organizing the delivery of the hot tub involving the time of delivery. The team at Mermaid appear to love and believe in their products and want to sell you the right hot tub for your desires. We are in our tub 5-6 times a week and are sleeping, feeling and moving better.

I have purchased 3 hot tubs in the last 20 years at Mermaids and have always been satisfied with the service (pre and post sale). Erika was fantastic and extremely knowledgeable with our recent purchase. Mermaids will always be my first stop !

I purchased a Bullfrog hot tub from Phil "The Pool Guy" at Mermaid and had a great experience. Not only was I presented with an excellent value on a great hot tub, but I was also taken care of through all stages of the process (base preparation, GFCI hookup, delivery, installation). Anytime I had questions, Phil was available to answer on his cellphone. I've also used their free chemical testing service and found them to be very helpful.

Overall, I am satisfied with my purchase and experience at Mermaid. The Bullfrog tub is great; beautiful, energy efficient and a therapeutic delight.

We purchase our Bullfrog Spa from Rob P. at the Merivale Road location. From the moment he greeted us, he was very friendly and knowledgeable in understanding that he needed to hear what we were looking for (lots of research) and not what he wanted to sell us. Rob has been a main point of contact (sorry about the days off!) consistently to make sure we were happy, and set up all the rest of the team to work with us and the purchase, from Sandy in the warehouse, to Phil for setup. Excellent service Rob, you made this an exceptional buying experience.

We had a great experience with Mermaid pools when they installed a new custom in-ground pool for us this fall. We found the staff friendly, the sales team very helpful, and the installers were professional and made every effort to install a fabulous pool. We had a few delays mostly due to weather conditions and a mistake with the liner but overall we were very satisfied with the project, workmanship and advice we were given. I would definitely recommend Mermaid pools for any pool project.

My husband and I recently purchased an on-ground pool through Mermaid Pools. Right from the start through the installation everyone was very professional and easy to communicate with. The sales manager Phil Mornault at the Merivale location gave us an exact look at what our pool would look like in our backyard with his 3D program which sealed the deal for us. He tweaked the design as needed, showing us every time, was easy to get a hold of and stayed in contact with us though out the installation process. Very positive experience and would recommend mermaid pools to anyone.

My wife and I recently purchased an on-ground pool through Mermaid Pools. Right from the start through the installation everyone was very professional and easy to communicate with. The sales manager Phil Mornault at the Merivale location gave us an exact look at what our pool would look like in our backyard with his 3D program which sealed the deal for us. He tweaked the design as needed, showing us every time, was easy to get a hold of and stayed in contact with us though out the installation process. Very positive experience and would recommend mermaid pools to anyone.

We are very happy with our hot tub purchase from Mermaid. Phil Morneault was helpful with helping us select the right tub and made sure everything ran smoothly for us afterwards. I would highly recommend Mermaid and for sure will be sending them to Phil .

Top notch service with all bases covered. Our process has only begun with our project and we will make an updated review once completed in the spring, but so far the staff and designer have been nothing but white glove service.

Only thing I would say that could be improved is lateral sales of landscaping services to complete the full package of a purchasers requirements, but that is getting nit picky!

Bullfrog Hot Tub purchase ... Rob and Phil were great. Very knowledgeable and worked with me on the price. A pleasure to deal with. Looking forward to great family time. Cheers! Mike.

I recently purchased a new hot tub from Mermaid. I received excellent service from the sales team and the hot tub was delivered in a timely fashion as advertised. In particular, Phil M. was exemplary: he helped us select the best hot tub to meet our needs, was fair in negotiating, and was always available to answer my phone calls and e-mails during the entire process. I had to find my own electrician to get a good price on the hook up. Also, it took a few days longer than expected to arrange our show of operations for the tub but the Mermaid technician did agree to work on a holiday which helped. The technician then installed our cover lifter exactly as we wanted and answered our questions very well during his visit.

First time pool owners an mermaid was very professional and made the experience very positive.

Everyone at Mermaid Pools were very helpful from beginning to end. Everything was organized and things were completed as per the dates agreed upon. Installers were great too. Even with a few problems with the slope in my yard, we were able to make it work and our pool is functioning well and working great. Thanks for everything!

We are first time pool owners living in Cantley, Quebec. We had concerns contemplating pool ownership due to our inexperience and our location which is quite rocky. Well, the Mermaid crew in Ottawa pulled it off without a hitch and made the whole experience enjoyable.
We had an outstanding and exceptional experience working with Mario and his team; Nick, Zain and Joey. They were very professional in their business dealings with us, very courteous, and very hard workers. They kept the site clean every day and answered all our questions during the pool construction. Our site was challenging as it’s located on a hill with space constraints and many rocks to deal with. Some rocks were as large as a Smart car. When we bumped into an issue, Mario was able to find timely solutions! It was impressive how he worked that backhoe! We also want to extend special thanks to Dominique as well for all her help responding to questions back in the office!
We would refer Mermaid to anyone interested in getting an in-ground pool installed. It was a joy to work with them all.
We look forward to many years of enjoyable summers in our new pool.
Guys – Many thanks for making this a very enjoyable experience!

Lucie & Mitch in Cantley

To be honest, my sales experience was way less than remarkable to say the least, but 3 people made up for that .....SANDY in the warehouse, thank God for her! She went above and beyond to ensure my hot tub was delivered on time, as a deck project around it was on hold and my sales associate dropped the ball, was rude and basically left me on my own to deal with it. Mermaid, SANDY turned it all around and you need to keep her! JEANETTE at the Ogilvie Road location, thank you also for your assistance with the chemicals and your patience with my lack of knowledge in this area! PHIL GREGORY, another great asset. Knowledgeable, patient and very pleasant with the cover arm install and tub demo. Overall, a very happy customer ....loving the hot tub!

we bought our first pool ! above ground, salt water, 15x30 . sales rep Rob Prevost was ALWAYS available to answer/research my questions which made the process that much easier!!! then came the installation... Thanks to Canadian summer, it was delayed due to rain :( and more rain :( the final outcome was outstanding though! The head installer on site (Martin D.) was so very thorough, the pool looks great and is build on a solid, straight base (after MUCH levelling, poor guy)!!! highly recommend Mermaid Pool :)

I recently had my pool liner replace with I already wrote a review about. In doing so I forgot to name an individual that was more than helpful to me. Brian Fortey at the Merivale Store location was more than helpful to me. His customer care was above and beyond what I would have ever expected. Brian "MY HATS OFF TO YOU" and your team of employees at your location. You have made me "one happy customer" and will return to your store in the future and recommend your establishment to others.

As first time hot tub purchasers we had done a lot of research on the internet and also visited many local retailers before deciding to purchase our spa from Mermaid. Although excited about our purchase, we were challenged and a little stressed about how to integrate the spa with our existing deck. Sales Manager, Phil Morneault, listened to our concerns and went above and beyond in suggesting a solution and even providing preliminary computer drawings. We received the personal and caring customer service that so many companies lack these days and would recommend Mermaid Pools and Hot Tubs without hesitation.

I wanted to take a minute to let you know about the outstanding and exceptional customer service I have received from Peter Clark since purchasing an in-ground pool from Mermaid in 2012. Anytime I've had a question about my pool equipment, chemical levels, replacement parts, warranty etc., Peter has always come through for me (even when I would start by speaking with someone else at Mermaid). Peter always makes himself available (received a follow-up e-mail on a heater part from Peter before store hours), he never rushes you, he is very knowledgeable and always has a positive attitude with a smile on his face. You always seem to feel better after speaking with Peter. I can't say enough about him and to the fact that he has eliminated any concerns I once had about after sales support/service with Mermaid.

Peter is a great source of information on all aspects of pool service, maintenance and parts, and Mermaid should be proud to have him on staff.

Thanks and Regards,
Tony Khoury.