No Service
We bought a Celebrity Tonga approx 6 months ago. Despite enjoying the tub during the cool fall nights, we began experiencing heating problems at the 3 month mark. During the winter months, the tub would cool down 4 degrees per hour for no reason. We had followed the installation instruction implicitly to ensure that there would be no problems like this. Moreover, the sales person had described the tub as "built for winter". As the tub has a "bumper to bumper" warranty, I called the Service Department for assistance. They provided no help. I called the sales person who said he would look into it. I never heard back, despite several calls to his office. Thought everyone would like to know what they can expect from this company.
Comments
In response to your concerns I can only emphasize our service record. Mermaid Pools has a 45 year record of responsible conduct. We have an excellent rating with the Better Business Bureau and we have been voted #1 14 years in a row by the region’s consumers. It should go without saying that we take our job seriously.
The Tonga is a popular product, one that is well built and ready for winter. It is important to remember that a hot tub has a specific set of operational parameters. However, ‘normal operational parameters’ in the showroom are different than ‘normal operational parameters’ in the yard. Each environment (i.e. backyard, balcony, indoor, outdoor, etc.) provides unique challenges and often we are forced to work around them. This is true of any spa. During the winter months (especially in the Ottawa region), it is sometimes necessary to take additional measures to protect your investment and to buttress its defenses against the cold.
There are measures that we can take and I would encourage you to contact the service manager or myself at (613) 737 0537 ext. 2. We would be happy to discuss these with you in detail.
Wes Lavallee
Service Manager
Brian Babb
Assistant Manager
Mermaid Pools