Mermaid Pools and Hot Tubs

Steph and his crew has been servicing my pool for many years. Very courteous, knowledgeable and efficient.

Mermaid Pools has been opening and closing my pool since I build it over 7 years ago. I have never had any issues with them. They are friendly and professional. Anytime somebody comes to open or close the pool, they have done a fantastic job. The team that has opened and closed my pool is Steph Desjardins and his team, and I know that anytime they come that my pool is in good hands. Great service from Steph and the other Mermaid Pool teams.

We purchased a hot tub from mermaid pools in Orleans and had a very positive experience with Adrian. He was professional and gave us lots of information on all options and price points. We purchased a tub! The sales experience was very positive, not pushy at all. Can’t wait to get our tub! Thanks again

Great job this year. Stephane and his crew were very professional and did a great job. I would appreciate to have Stephane to open and close my pool from now on

Thank you, Adrian, you are awesome.
Great friendly service and knowledgeable.
Thank you also to Eric who installed my cover lift. Great job and thank you to Lyne for the delivery and installation planning.

As the end of summer season is fast approaching, we wanted to thank Kelsey and Kayla for the great service they provided during their maintenance visits this summer. They answered our many questions and were always pleasant and patient. Mermaid Pools is very lucky to have them as employees.
R&D

Update: we were contacted by Mermaid, they are no longer doing business with this contractor.
Giving credit for overcharge by contractor.

Thank you

Contractor hired charges were ridiculous. All pool information was scattered in the yard that got rained on. Not to mention worker parked on our grass

I use Mermaid Pools Orleans every year to open and close my in-ground pool and I always have great service! A special thank you to Michel Cote for going above and beyond on customer service - very friendly, knowledgeable and professional. Would recommend to anyone looking for great pool service.

Both Kayla and Kelsey are amazing! We love their professionalism and great service! They are very pleasant to work with, responsive to our concerns and address them with care. We highly recommend them and would love to have them care for our pool every year! Thank you!
Jasmeet and Raman

Purchased an above ground pool from Adrian at the orleans location. And wow amazing customer service. Very insightful. The pool is perfect for our family! Great quality! Great customer service:) perfect timing for this heat wave coming on. So happy!
Highly recommend:)

This place had a lot of different pool products. I buy my pool chemicals there. The lineup for pool testing was really long but its expected at this time of year.

Service was amazing and very knowledgeable and very helpful. Adrian helped us make all decisions and was very professional. Highly recommend as the place to go if you are looking for a pool.

Just waited 15 for a water test. One other customer in store two employees. No one said hello. Be with you shortly. I just walked out.

We had a cracked pool step that needed to be replaced. Myrtle walked us through the process, provided an accurate quote, and coordinated the work. Denis and his crew did a great job on the pool repair. They were pleasant and kept us updated on the progress.

Had a great experience with Mermaid pools from purchase to install. Thanks in particular to Robert and Rebecca who came out today to install the cover and run us through the operation of the spa.

We bought our first spa. Adrian was very valuable in helping us with choices and installation decisions.

Our salesperson Adrian Campbell was very knowledgeable and helped us choose the right spa for our needs. We bought the store display Signature model, and our hot tub was installed promptly this month. The installers were fast and efficient and the electrician, Justin was there and connected the spa the same day as the installation. Great service and excellent quality spa.

They were sooo helpful! We had an issue with our liner and they helped solve it in minutes! Always rely on them and they never let me down!

We bought a pool from Adrian and had good service right from the beginning. There were a couple of issues that were resolved quickly and professionally. Installers were great and worked in very hot & humid conditions. We definitely recommend Mermaid Pools and Adrian Campbell in particular. Cheryl & Guy

Went in to Mermaide Pools and met with Greg. Excellent customer service and very knowledgeable. Greg was quick to action changes and ensured a smooth purchase and delivery. Upon receipt of our Hot tub, we had many problems. Issues with jets, pump and seats. Because no technicians were available, Greg drove out here on his own time to look into the issue. All new parts had to be ordered, which Greg took care of and.because it was going to be a long wait, Greg himself came out to do the repairs. Wow! When does that ever happen? Amazing customer service. 5 star. If you want to deal with a professional and accommodating sales person that will do whatever it takes to make the customer happy - Greg is your guy. The hot tub itself, I give a much lower review. We continue to have other issues and will be dealing with the company. Thank you Greg!

Prompt, professional & very efficient seasonalization of our inground pool - thank you Steph D & Pierre for the pool closing service & Mermaid peace of mind on our Mermaid pool.
Additional shout out of thanks to service manager John J, too, for the smooth & reliable scheduling process… greatly improved in recent years.

Adrian was awesome, he was helpful and knowledgeable. If you need help deciding what to get he can help.

We just had our inground pool closed for the season by Stephane and his team from Mermaid Pools. What great service! The three of them were very knowledgeable, personable, and professional. It’s the third year now that we’ve had them come and close our pool and I would definitely recommend them to pool owners in Ottawa!

Adrian @ Mermaid Pools Orleans was knowledgeable and helpful throughout the sales process. He answered our endless questions, was extremely patient during our multiple visits and didn’t exert pressure on us to make a decision, which we very much appreciated. He even let us test drive a hot tub in store. All in all a very pleasant experience. Would definitely recommend.

I decided to use Mermaid pools because of their years of experience, so I thought. I can’t tell you how disappointed I am. They charged $298 for leak detection and spent 15 mins at my house. I had narrowed a leak down in my pool to the return lines. One line was leaking significantly, the second line was leaking minimally. The individual from Mermaid pressurized the line and said you have a leak in both lines (which I already knew). Instead of isolating the leak with listening tools, the tech’s recommendation was to replace both return lines for $3500. I clearly paid for a leak detection expert with listening tools to isolate where the leak was so I can remove the interlock and and fix the pipe. The service I paid for was not even close to provided. I still have zero idea where the leak is and had to hire a real specialist with the right tools to isolate the leak. I’ve contacted the credit card company and declared this service as fraudulent as they did not provide the service they promised and are still trying to charge me.

Furthermore when I contacted the company and told them the story and offered the surveillance footage of exactly how long and what the technician did, they refused to hear my side of the story and said, if I don’t pay they’ll send it to collections.

I’ve already started the process of fraudulent services provided.

This review is to ensure people are aware that all Mermaid is doing is charging for an estimate and does not have the right experienced people to do the job.

I will update this review as things unfold. I want to ensure companies like Mermaid don’t take advantage of people just because they are busy and can afford to.

Eric from mermaid pool. He came to our house to repair hot tub pump. Ended up replacing it. Eric was very polite and enthusiastic about his work and were punctual and extremely diligent in cleaning up at the end. I was impressed by the speed, quality of the work along with the polite and friendly demeanour. Great work! Thank you.

My husband and I recently bought a new home with an above ground pool and reached out to Mermaid pools to come and inspected and explain it to us. From Pool School with Kaylee and Kelsey to general repairs with Eric, we have been completely satisfied with these employees services. They are knowledgeable, professional and friendly. Thanks to them we have been enjoying our pool with peace of mind!

Recently purchased a ss5 hot tub. Adriann was very helpful during the buying process, anwering all our questions and generally making himself available. The tub was delivered on time. Just waiting to get er going. Will report back

Adrian was friendly and helpful and answered all our questions during the pool buying process. The installers were professional, showed up on schedule, and the pool was setup went well with no issues.

The absolute worst customer service. I bought $5k of equipment and been waiting almost two years to get support to install it. Promises has been given and no help at all. I have spoken to managers and they all says they will call back but never do. Do yourself a favour and go somewhere else.

Purchased a spa from Mermaid pool. Greg was AMAZING! Completely over exceeded our expectations for customers service. Was not only very knowledgeable but was even available for us on his days off. Extremely friendly and got back to us within just a few minutes of calling. Hands down one of the best salesman i’ve ever had to deal with. Never felt pressure to buy nor lost his interest when we decided not to buy that first day. 5 Stars for him!

Purchased a new Hayward inground pool pump Eric the technician made all the connections fit and ensured they were tight. I was very happy with his professionalism and experience. Also I have to say John Jenkins (service manager) performed an outstanding service in having Eric show up the next day. Dave you have and outstanding team. Thank you!

Betty Anne andAlec have been great maintaining our pool as we deal with a persistent orange algae that needs regular cleaning and scrubbing. Thank you so much Betty Anne for always being so kind, positive and professional!

Brandon was more than helpful today for my hot tub chemicals purchase. He was very knowledgeable and approachable. Will return for future hot tub needs.

I am never buying a hottub anywhere else but mermaid pools again! My purchase/delivery and installation had every complication imaginable and mermaid pools had a small army working towards fixing it every step of the way.

Adrian was an excellent non-pushy salesperson who took his time to make sure I ended up with a hottub that was right for me and my family.

Laurie is a hot-tub delivery god and craned my hottub over my house into the tightest spot imaginable.

Lisa is there for you to coordinate delivery and put your mind at ease.

Karine (i may or may not have this name right) from the repair center made me her number 1 priority and helped turn my nightmare situation into a walk in the park. Merci!

I had a sensor die after the first day of using my new hottub and they swiftly sent a technician the same day to inspect the problem. Within 5 days they had removed a bran new board out of another unit. They came over, dumped the water and installed a new motherboard in 20 minutes. Sean is probably the best repair guy in this city.

Most of all: Every single person mentioned in my review went above and beyond to make me a satisfied customer. Even when you call or email the wrong department, these guys will get up from their desk, go find you the right person and also pass along pertinent information. If the person is busy or in a meeting they actually call you back. I cant say enough about these people.

Thanks again to Adrian, its not typical of a sales person to check in with your satisfaction, he even answered me on weekends and took time away from his family. Anytime I needed anything, this man promised solutions and delivered 110%.

One more thing: This is my second hottub purchase, the first one was from a different company and the nightmare still haunts me. It was literally dragged across rocks upon delivery, missing equipemt, parts breaking, no service etc and thats just the beginning of a 5 year ordeal until the day the tub died. Dont make the same mistake I did. Mermaid pools for the win!

Purchased an above ground pool from Adrian at Mermaid in Orleans. The process went exactly as Adrian said it would and has gone above my expectations when it comes to taking care of minor issues that have popped up. For example, on delivery I was told that the solar blanket was on back order, but Adrian found me one right away and even offered to drop it off at my place.
At this point, one week after purchasing, the pool is in my garage and I am waiting for my permit from the city. Cassie from installing has said to call her the day I get my permit and they will install in the next day or two. At this point the pool isn't installed yet, but WOW, I have been very impressed by everyone I have spoken with at Mermaid.
Keep up the great work! You have a new customer who will only say good things about you at this point.

We just bought a spa through Adrian. He was very informative, professional and a no-pressure sales person. We're building a new house so our spa won't be delivered till next spring sometime, but so far, it's been a great experience.

Adrian was friendly and professional. He listened to our needs, gave good information and suggestions. We had a good experience buying our hot tub and will continue to do business with Mermaid in the future.

Good Afternoon,

Once again I would like to thank you for the services that you have been providing to us. Answering all of my questions and responding so quickly to my email and keeping us updated on the arrival of the liner.

Denis and his team came to replace the liner this morning. They did a marvelous job. Everything was well done and everything cleaned when they left.

We are really pleased with your service and your team and I will definitely recommend you to any of the people that I know.

Sincerely,

I have had a Mermaid pool and spillover spa for almost 3 years. The backyard has become our outdoor living room. We recently had a minor issue with the spillover spa, a service technician (Stephane) attended on the scheduled day and time. He quickly diagnosed the issue and resolved it same day service! I highly recommend Mermaid and all their great staff.

We bought and got a corona above ground pool installed by Mermaid. As usual, the staff went above and beyond to deliver me with exceptional service in the months and weeks leading up to installation. The installers were on time and very professional. It's been a few months and we are enjoying our Mermaid pool, especially the kids! We buy our chlorine and get our water tested there and will keep coming back. Anyone buying a pool or a hot tub should visit Mermaid!

We were very impressed by the excellent service we received when we purchased our hot tub. As first time buyers, we had a lot of questions and Adrian spent a great deal of time explaining the different features available. We did not feel rushed or pressured and had not intended to make a purchase that day, but felt confident in doing so after speaking with Adrian. The fact that the hot tubs sold by Mermaid use minerals instead of chlorine or salt was a bonus! We look forward to years of enjoyment in our new hot tub! Thank you! Joanne & Mike

My husband and I just recently purchased a hot tub from Mermaid pools and Hot Tubs in Orleans. We received top notch services from Adrian Campbell. Adrian is incredibly professional, knowledgeable and most of all patient. I went in on three different occasions with questions and Adrian answered them all. I went to and researched other companies and hot tubs and kept coming back to Mermaid until I finally made my purchase. I never felt pressured to make a purchase, I never felt rushed with my questions, on the contrary, Adrian always made the time for me, to show me everything and to explain everything to me. He also provided me with great points of contact for electricians, advice on how to prepare the ground and even provided me with advice for our current pool. I simply cannot say enough about the services I received. If you are looking for a hot tub, Mermaid is the place to go. Ask to speak to Adrian. He will provide you with all the information you need with a smile on his face. I am looking forward to getting my hot tub and feel confident that I made a great decision with a company who cares about their customers. Thank you Adrian! Lisette.

I dealt with Adrian on the purchase of our hot tub and can only echo the remarks other reviewers have made about his professionalism, patience, product knowledge and friendly attitude. This is my first hot tub and Adrian dealt with all of my questions-including those I didn't ask but should have-while also creating a warm, welcoming vibe to the whole experience. I'd recommend dealing with Adrian for sure. And I'm hoping this great sales experience carries through to the installation experience in a few weeks time when my hot tub is slated for delivery. Will update this review then.

I’m a new pool owner and I came in to do a water test. I was greeted and assisted by their employee Brandon who’s been very helpful and generous. Totally recommend the service.

We have rented a home with an above ground pool and know nothing about how to care for it. Ben from Mermaid Pools was absolutely fantastic! He ran our water sample and gave us detailed step by step instructions on how to make the pool safe. He was super friendly and provided us with everything we needed and more. We will definitely be back. A huge thank you to Ben!

Excellent Service! Adrian Campbell was able to answer ALL of my questions! And trust me, I had plenty (first time hot tub owner). He was patient, thorough, and very welcoming. Very knowledgeable and was able to help me find the perfect hot tub for our family. Definitely recommend!

What a great experience dealing with Adrian. Great customer service and extremely knowledgeable. We were able to pick a hot tub that was right for us and he helped sort out all of the important details. Highly recommend Mermaid to anyone looking for a hot tub.

Adrian made the process of buying hot tub fun and painless. He is the consummate professional and really looks after the buyers needs first. I highly recommend dropping in to see Adrian.

Steve Call

We just purchased a home with an inground pool that hadn't been maintained since the home was listed. I had considered hiring a pool service to get the pool back in a swimable state, as I had no idea where to start (It was a little daunting when I looked in the poolhouse to see a laboratory worth of chemicals).

I called the Orleans location and spoke to Sam. She suggested I bring in a water sample for a free test. Once the water was tested I was given a pretty comprehensive list of what was chemicals were needed, and how and when to add them. I had taken pictures of the pool setup, the motor and pump and all the supplies that were left by the previous owner. I didn't feel pressured at at to buy any product from her as I was told as per the pictures I had that I had everything I needed to get the pool operational.

Not only was given a water analysis with details of how to maintain the pool, but also a very detailed hand written list of how to fix my algae problem. We discussed at length the option to add an ionizer, as well as an automated pool cleaner (of which I returned later that day to buy after trying to use the manual vacuum). Sam was amazing! She was courteous, informative and so knowledgeable.

I actually feel comfortable with the workings and weekly maintenance of my pool after just one interaction. Kudos to Sam and the great staff at the Orleans location!

Adrian Campbell at Mermaid pools Orleans Helped us get into a beautiful hot tub! He is extremely knowledgable, very sincere, and listened to what we wanted keeping our budget in mind - and helped us accordingly. He is polite, professional, and gave us top-notch service overall!
We highly recommend him and this company. Thank you Adrian, you're the best!

Absolutely amazing customer service! Ben was kind, patient and thurough in his explanation of the water test and steps to take to balance the pool! Thank you Ben!

Fantastic service from sales department. Extremely friendly staff knowledgeable and patient. Adrian made it an excellent seamless pleasant buying experience. If you want a hot tub this is the place to go and Adrian is the guy to talk to hands down #1!

Update to my review still keeping the 5 stars didn’t think I would continue to have as good after-service but I stand corrected! The technician Shaun Biro came to install the cover and easy lift and gave us a complete walk around and crash course on spa ownership and maintenance! Wow incredibly informative very personable and extremely knowledgeable. He was very patient with my questions and walked me through everything step by step! Sales and service top notch! I now recommend Mermaid to EVERYONE I talk to.