When decided to not go through an...
Bought installed vinyl above ground metal pool in 2007. Five years later the liner split in multiple bottom tears, bursting the wall. When told not going through an insurance claim, Mermaid service dropped to bad, and they refused to help us select a replacement liner, nor a replacement wall.
When the 1st replacement wall was 5cm too tall, Mermaid initially refused to exchange it, until a BBB case was opened.
While trying to pickup the 2nd replacement wall, Mermaid said not unless negative reviews were removed from the Internet!
Finally threatened legal action, and the wall was released.
Mermaid deserves a 0-star rating, but minimum was a 1/2 star.
BM.
Comments
Dear customers,
We acknowledge that our service has not met all
our customers’ expectations over the years, but try to do our best. In this particular case, there is another side to the story. This customer purchased a replacement pool wall and liner which Mermaid ordered based on product and measurement information from him. When the products arrived, it was determined they were the wrong size after he had taken them home and partially opened the product. The customer was angry despite our ordering products based on the specifications he provided. Mermaid was unable to sell the wall because the box was torn open and the wall damaged. Mermaid, in good faith and wanting to make him happy, offered to get him the products in the right size at no extra charge. Certain customers refuse to acknowledge their role in a customer-business relationship turning sour. In addition, this customer made certain promises which he has failed to honour. Mermaid is sorry this customer has not had a good experience and we want our many happy customers to know the true version of events.
Thanks for reading.
Mermaid Pools and Hot Tubs
Thank you for the public response. Unfortunately,
Mermaid Pools allegedly distorted the truth.
Actually, purchased a replacement pool wall and liner
which Mermaid ordered based on incorrect product and
measurement information provided by Mermaid.
Actually, customer was not angry but remained calm
during the 7 sent emails, 2 replied-to emails, 4
telephone calls, 3 drive-ins, and 2 sit-down meetings.
Actually, witnessed Mermaid employee tear the
cardboard box open with her hand in the shipping area.
Actually, customer acknowledged their role in a
customer-business relationship turning sour, but
wanted to help Mermaid improve their role.
Actually, customer did not make any promises; Mermaid
changed the terms and conditions on 2 instances.
Recently, there was another Mermaid customer whom had
a similar 'wrong-size return' experience.
"15 complaints closed with Better Business Bureau in
last 3 years | 10 closed in last 12 months.
BBB found business made good faith effort to resolve
complaint but customer not satisfied with business
response (5 complaints)" here:
http://www.bbb.org/ottawa/business-reviews/swimming-pool-contractors-dealers-design/mermaid-pools-in-gloucester-on-554/complaints
For responding in a public forum, Mermaid has now
earned a 1/2 star minimum rating (instead of 0-stars).
Finally, found better customer service by googling
"pool supplies in canada".
BM.