Mermaid Pools & Hot Tubs

**The real test of customer service begins after the sale. Unfortunately, that's where Mermaid Pools failed us.** This isn't about one technician making a mistake. Mistakes happen. It's about what happened afterward. In November 2025, a Mermaid technician installed our cover lift incorrectly, leaving multiple drill holes in the side of our brand-new Signature Spa. The mistake was acknowledged immediately, and we were promised a replacement panel in the spring. Instead, what followed was nearly a year of delays, unanswered calls, changing explanations, missed timelines, and repeated promises that never materialized. Every update seemed to require me to initiate contact first. When the replacement panel finally arrived, the technician came without the tool needed to cut the opening for the drain valve. Rather than returning to the shop or rescheduling, he installed it anyway. The new panel was scratched during installation, blocked the drain valve completely, and left us unable to properly drain our spa. I ultimately had to purchase my own pump just to perform routine maintenance. What I cannot understand is why the technician proceeded knowing he couldn't finish the job, why nobody returned with the proper tool, and why three months later the issue still hasn't been corrected. Throughout this process, the manufacturer was repeatedly blamed for shipping delays. That may be true, but I didn't buy my spa from the manufacturer—I bought it from Mermaid Pools. Managing suppliers, preparing technicians, communicating with customers, and completing warranty work are Mermaid's responsibility. The spa itself has been excellent. The after-sales service has been one of the most frustrating customer service experiences I've had with any major purchase. For a purchase approaching $20,000, I expected much better. I have retained every email documenting this timeline. If you're considering buying from Mermaid Pools, don't judge them by the showroom experience. Ask yourself what happens if something goes wrong after the sale—that's when you'll discover what kind of company they really are.

I am very disappointed in the service and about the dishonesty of the personnel, including manager Lyne, at Mermaid Pools. The technician was in my back yard doing a “full and comprehensive” inspection of my hot tub for not longer than 4 mighty minutes, which is not enough even to buckle the hot tub cover back up. I am extremely concerned about the service this company is providing to its clients and what you charge 229$ plus tax for a four minute visit and a phony report. Disappointed client.

Bought our hot tub from the Merivale Rd location had great service and advice in making the right choice. Thank you Mermaid for hours and hours of fun in the tub.

I just bought a hot tub from Mermaid Pools - my first experience with the store. They have been amazing. The hot tub is perfect, Brian Graham - our main contact - was incredibly service oriented and knowledgeable. He organized the contractors we needed to prepare the space for delivery and ensured we got what we needed. The contractors were incredibly great. We did run into a little hiccup on delivery but all that was sorted out the same day - they sent their delivery people over after dinner to ensure we received our hot tub. Amazing commitment to customer service which is why I am shouting this out - it's rare to see this these days!

We purchased a 27-ft salt water pool from Mermaid. The sales process was excellent, reps are very knowledgeable. We had issues with the subcontracted installation initially, with leaking connections, but after we contacted mermaid they made sure to resolve all of our issues. Overall a good experience and we would go back.

I went into Mermaid looking for a pool wall and liner. I came out with an entirely new pool at a very reasonable price and great warranty. The installation was quick and painless. The staff is easily accessible and knowledgeable. As I am a pool novice, this is very helpful to me. I would definitely recommend to anyone looking for great quality and customer service. A+

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 showroom 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.

Phil was great to deal with. He worked through details to help us get the tub we wanted. Love the service and the quality! They dame to the house to help with set up and show us the operational details of the tub. Fantastic !

We recently purchased a bullfrog hot tub at Mermaid Pools’ Nepean location. Phil Morneault, the sales manager, was very helpful and knowledgeable. We were able to set up wet testing with him and he answered all of our questions. We were exceedingly pleased with the level of service and got the tub we wanted at a great price. I would recommend Mermaid pools and their staff to anyone looking for a new pool or spa.

We bought a 27' aboveground pool from Phil Morneault at Mermaid Pools and everything went very smooth. From the purchase of the pool to the installation of the pool, everything was very professional. If asked I would send them to Phil without a doubt.

Just bought an above ground Pool at the Merivale Road Mermaid Pools. Our experience was great. Andrea and staff were more then helpful answering all of questions and offering great suggestions and options geared to our specific needs.