Mermaid Pools and Hot Tubs

Ian Morrow on Mermaid Pools and 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.

MacGbri on Mermaid Pools and Hot Tubs

Julie guided us through the sales process and was very knowledgeable. She went above and beyond with our inquiries.

The installation team worked hard to rectify delays in our installation.

Customer service as a whole was exceptional.

Overall very satisfied and look forward to using mermaid for future purchases and services.

Dana Capon on Mermaid Pools and Hot Tubs

I want to start by saying Kelsey and Kayla were amazing to work with! Always a text or follow up before coming. They were highly knowledgeable and hardworking ladies with a smile on their face. My pool needed lots of work this year... from repairs and my neighbors trees. I would highly recommend their services!! You should be proud and are very lucky to have them on your team

Patricia Morgan on Mermaid Pools and Hot Tubs

I couldn’t recommended Mermaid Pools more!

Julie and her team were fantastic.

Julie and I many back-and-forth emails over the course of two months while deciding on our above-ground pool, and she was incredibly patient and helpful the entire time. She took the time to answer all of my questions and really walked me through the process step by step.

Since it was a large purchase, I appreciated how knowledgeable and supportive she was in helping us feel confident in our decision. She made what could have been a stressful process a really smooth and positive experience.

They also offer free water testing, which has been a great bonus. I recently brought in some hot tub water to be tested and it was a very positive and informative experience. The staff took the time to explain everything clearly and were very helpful, which makes me feel confident that they’ll be able to help with my pool if I run into any issues. As a first-time pool owner, that support is really reassuring.

Overall, I feel confident purchasing from Mermaid Pools knowing they’re there to help even after the sale. Great customer service and a really positive experience!

I would absolutely recommend working with her if you’re considering buying a pool!

Thanks again Julie!

The Morgan’s

Nathan Chevrier on Mermaid Pools and Hot Tubs

Outstanding customer service from start to finish. The team went above and beyond to work with the manufacturer and successfully get a few repairs covered under warranty, which we really appreciated. They were always easy to reach and very responsive by email and on the phone, keeping us informed throughout the process.

The repair technician was professional, knowledgeable, and extremely helpful, taking the time to explain everything clearly. Overall, a great experience and a dealer that truly stands behind their customers.

The in-store staff are fantastic—especially when it comes to water testing and taking the time to educate me on spa water chemistry, which has been incredibly helpful. Highly recommend!