ComplaintsforMermaid Pools

• Initial Complaint

  23/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My root issue took place 2+ years ago when I first bought my hot tub. My tub was delivered, and I followed directive to have my electrician wire up the tub and that an install crew would be back to install the cover lift. When the crew came in, I was told the tub was installed in the wrong direction and should have been rotated 90 degrees. Based on the tub’s position, the cover lift I paid for could not be installed because the tub’s wiring and controls could potentially be compromised. I gave ownership an immediate call and was told that Mermaid bares no responsibility for this error. *** ***** ** there is only 1 way into the tub from my deck and I indicated I would enter the tub only from my deck. Mermaid's solution was a 90 degree cover arm that serves as a tub cover shelf. In two years, it has broken twice (the last time was March 2023). The root cause of WHY it broke: ** *** ****** ***** there are 4 rows of screws used to secure the shelf bracket into the tub however only the bottom 3rd row was into anything solid (strapping). When any bit of weight was applied to the shelf bracket, the top two rows of unsecured screws naturally ripped the hot tub skirt. **************** 52 second mark, shows a proper install and the need for all screws to be into wood. Since March, I have had Mermaid at my house to investigate. Ownership showed me a few places the hot tub should have been positioned. I asked will you pay for my electrician to re-wire the tub if moved; answer- NO. I waited 6 months to get a new hot tub skirt (installed last week) for a total cost of $504.50. ** *** ***** ***** the new skirt is totally scratched up. On top of the $504.50 charge for the skirt, Mermaid's new solution for a hot tub cover lift called a Caddy Cover Lifter at a cost just over $660. The total cost to repair is $1164.82. The root cause is Mermaid's original mistake, tub should be repositioned and I should have the lift I paid for at no added expense to me.

  Business response

  30/08/2023

  The situation with *** ****** is very unfortunate. 
  
  The location of the hot tub is always placed within reason of the location THE CUSTOMER CHOOSES, as stated on our contracts. 
  
  When our team went to install the lifter in May 2020, it was determined it would block the view of the sitting area and also block access to some of the controls, as well as making it difficult and timely should the spa need to be serviced.  It was offered to *** ****** that we reattend his property and reposition the hot tub.  He declined saying it was already electrically connected and then *** ****** then requested a different type of lifter, that was sourced and the technician reattended the property (at no extra charge to *** ******).  In fact, *** ****** sent a picture of exactly the type of lifter he wanted and it was supplied.
  
  In December of 2021 the panel on the hot tub cracked.  *** ****** immediately suggested this was the fault of the installer from the original delivery.  Our technician attended *** ******’s Dec 15, 2021 and the technician reported that the cover lifter had cracked the panel.  A new panel was ordered and was installed April 6, 2022 at NO CHARGE to *** ******.  Longer screws than what are supplied with the lifter were used at that time. 
  
  March 13, 2023 *** ****** called our service department to report “My kids broke it again” and said it was the same thing as last time and requested a new panel be ordered.  A new panel was ordered and was to ship with the next load of hot tubs to avoid the very expensive freight costs for *** ******.  The panel did not ship with the next load and as there was not to be another load expected this year, one panel was taken off an in stock model and was installed.  The panel install was discounted for *** ****** as a goodwill gesture.  He later complained of scratches on the panel, and an offer was made to either discount the panel even further, or wait for a new panel (which might also mean freight charges if he wanted it sooner).  He has not replied to this offer as of yet and that offer currently still stands for now.  Contrary to his statement that we suggest he get a new cover lift which is utterly false, we suggest he keep his kids and other people from climbing on the extended cover which is not designed to accept that weight. 
  
  The cover shelf is used on much larger spas without issue, but it isn’t intended to accept the weight of snow, or children once open.  This is the cause of the failure for the spa and was confirmed by a site visit once more without any expense to *** ******, May 30, 2023. 
  

  Customer response

  30/08/2023

  
  Complaint: ********
  
  I am rejecting this response because I fundamentally disagree with Mermaid's responses and the truthful nature of the following points that are at the core of why I have the issues that I am faced with. Please see below:

  1. Mermaid: The location of the hot tub is always placed within reason of the location THE CUSTOMER CHOOSES, as stated on our contracts. 

  Response: As stated in my original complaint, the delivery crew asked me one question when positioning my tub: "what direction will you enter the tub from". I stood on my deck that I built for the tub as per the photo that I attached (Photo A) and indicated I would be entering the tub from the deck platform. 

  I am a customer and not a hot tub expert. I had no way to know that how the delivery team positioned my tub would be the wrong way and would disallow the hot tub cover lift that I wanted to be installed. The fact of the matter is, the customer did not CHOOSE the location of the tub. The customer is not educated on where and where not to place a hot tub. I simply answered the question on how me and my family would enter my tub.

  After the tub was dropped, whereby I assumed it was done correctly, I was instructed to have my electrician out to wire up the tub and that the install crew would be back to install the cover lift. I followed instructions and had my electrician wire it up.

  2. It was offered to *** ****** that we reattend his property and reposition the hot tub.  He declined saying it was already electrically connected and then *** ****** then requested a different type of lifter, that was sourced and the technician reattended the property (at no extra charge to *** ******).

  Yes, my tub was electrically connected by a professional, I followed instructions to do so. The tub was offered to be repositioned, but at my expense. I called my electrician and the cost was $2,000 given the electrical wire would have to be removed, the hole for the wire would have to be patched and he would have to re-do his original work. Was that fair to have me bare this cost due to a clear mistake by the delivery team? 

  I did not think this was fair to pay this amount of money as liability should not fall on me. Mermaid ownership reassured me that there were other great options for hot tub covers and that I consider them. I was presented with some options and sent in what one I thought I should take based on feedback from ownership that option B was a good one. 

  3. In December of 2021 the panel on the hot tub cracked.  *** ****** immediately suggested this was the fault of the installer from the original delivery.  Our technician attended *** ******’s Dec 15, 2021 and the technician reported that the cover lifter had cracked the panel.  A new panel was ordered and was installed April 6, 2022 at NO CHARGE to *** ******.  Longer screws than what are supplied with the lifter were used at that time. 

  Correct, the panel cracked due to my friend's 3 year old son applying some gentle pressure down on the cover while sitting on Mermaid's plan B for a lift holder, the 90 degree arm. As you can see by my photos in my original report, the arm was not secured into anything that can bare weight minus one screw into a piece of strapping (wood). As you see by the photos, the panel ripped in the area where screws were not fastened into anything. ** ******** ******* ***** ****** *** **** *** **** **** ** ***** ******* ** ** ******** **** **** **** ** ** **** ** **** ** ** *** **** ** ***** ** ****** ******* *** ****** ****** * ***** ******* ** **** ****** **** *** ****** *** **** *****
  
  4. March 13, 2023 *** ****** called our service department to report “My kids broke it again” and said it was the same thing as last time and requested a new panel be ordered.  A new panel was ordered and was to ship with the next load of hot tubs to avoid the very expensive freight costs for *** ******. 

  This is a false statement. I did call in to say my panel ripped but I did not state that it was from children. A 3 year old child was the cause of the first break. The second was caused by a friend who used the tub while we were out of country and applied some weight on the cover and caused the shelf bracket to rip again in the identical way that it first broke. Once again, 1/8 screws fastened into wood. Mermaid ownership is correct that longer screws were used, but this is irrelevant due to the fact that the longer screws were not fastened into anything but the panel. Longer screws would only have been helpful if they were fastened into wood.

  5. The panel did not ship with the next load and as there was not to be another load expected this year, one panel was taken off an in stock model and was installed.  The panel install was discounted for *** ****** as a goodwill gesture.  He later complained of scratches on the panel, and an offer was made to either discount the panel even further, or wait for a new panel (which might also mean freight charges if he wanted it sooner).  He has not replied to this offer as of yet and that offer currently still stands for now. 

  I have not responded because this entire experience has been painful and left a very bad taste in my mouth about how a business can treat a customer. I chose to reach out to BBB before I communicate with Mermaid again.

  6. Contrary to his statement that we suggest he get a new cover lift which is utterly false, we suggest he keep his kids and other people from climbing on the extended cover which is not designed to accept that weight. 

  When Mermaid ownership visited my house, we agreed that the plan B solution that they offered me for a hot tub cover support was clearly not working. I hope based on my evidence that a third party can see the root cause of thy this support did not work. I needed a new lift and I chose one based on feedback from an owner at another store that the Caddy Cover Lifter was a solid option. 

  In conclusion, I hope that a third party can see that the route cause of all my problems is that my tub was not delivered properly and that I should not bare responsibility. We as customers are not hot tub experts, I never told the team to position the tub in a different manner that it should have been which has lead to all of my problems. I answered the one question they needed from me and I answered it properly.

  Sincerely,
  
  ***** ******

• Initial Complaint

  24/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mermaid installed a pool via a sub-contract with Impressions, a company in Dunrobbin, in the summer of 2019. At one of several site visits, the *** ******* ******* ****** **** ????, attended a meeting at our home in 2021 to discuss plans related to fixing concrete work. The border edging around the pool was identified by ****, Mermaid's *****, as being improperly installed. It was too short and it had gaps and did not meet his satisfaction in terms of looks and installation. He instructed ***** ****** to follow-up with new edging installation that would look normal and not have gaps in it. This was a warranty issue and would be covered by Mermaid. We have tried to contact Mermaid several times last year to no avail. We would like to have the new edging resolved as committed by Mermaid *********.

  Business response

  29/05/2023

  We were quite perplexed by this complaint.  We had not heard from the customer Mr. *** since 2021 and no request for this minor repair had been made.  We left message last week to advise that we would attend today and asked that someone confirm the appointment.  We did not receive a response.   We attended and performed minor repair, person at home said they were pleased.

  Customer response

  30/05/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20101718, and find that this resolution is satisfactory to me.
  
  Sincerely,
  *** ******
  

• Initial Complaint

  28/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted Mermaid in the Spring 2021 for an above ground pool purchase and installation. The pool was installed in August 2021 by Mermaid and 2 months later we hired Mermaid to close it for the season in October 2021. Unbeknownst to myself and the Mermaid trained professionals, the pool was leaking from the skimmer due to poor seal occurring during the installation. This was evident by photos taken on the day the pool was closed but we only saw later when we realized the leak. We opened the pool in the spring of 2022 and every few weeks we were adding water to the pool. We assumed it was due to evaporation however at the end of the 2022 season (September 2022) we decided to contact Mermaid as the weather was cooling off and the water level continued to drop. Mermaid touts a 5 year warranty with their workmanship but rather than help us, they told us to hire divers at our own expense to find the leak. When we found it was the connection between the pool wall and the skimmer, they told us they would provide a new skimmer however would charge us $195+tax to install it. The contract we signed had a 5 year workmanship warranty which includes the assembly and installation of the pool equipment, including the connection yet they refuse to stand by their warranty by calling this a "maintenance issue" instead of an "installation issue" as there is no verbiage in their agreement that "maintenance" issues would be under warranty. It's now been 6 months since we notified Mermaid and they refuse to acknowledge any wrongdoing on their part. We have pictures that show water damage directly underneath the skimmer at the time of closure (2 months after installation) yet they claim "Mermaid closed the pool in the fall of 2021 at which time it was not leaking, nor was the skimmer damaged in any way". I want Mermaid to honour their 5 year workmanship warranty as stated in the agreement and scope of work and repair the faulty installation work between the skimmer and pool wall.

  Business response

  09/05/2023

  The pool was installed August 5th, 2021.  No reports of faulty skimmer or leaking were made during 2021.  Fall of 2021, Mermaid was contracted to close pool but not open pool in the spring of 2022.  September of 2022 customer advised that there was water loss.  If the skimmer was defective, it would have become evident during the summer of 2021.  Mermaid did not open the pool, nor did we service during the summer of 2022.  Anything could have happened too the skimmer during this period, we have no control.  Something or someone could have bumped into the skimmer causing the leak or ground movement or ice buildup under the flange during the winter could have cause a gap resulting in the 2022 water loss.  The warranty on pools requires the homeowner to perform care and maintenance monthly, in specific the warranty advises to “Check for leaks around the skimmer and return hose on a monthly basis and repair as necessary”.  Had we opened the pool the initial spring checkup would have been done by our technician.  As a good will gesture we initial offer to provide a skimmer unit at no cost and the homeowner would be responsible for paying for the installation.  This offer is no longer on the table.

  Customer response

  09/05/2023

  
  Complaint: 19995974
  
  I am rejecting this response because: Mermaid operates in bad faith and continues to not only uphold their warranty as part of the signed contract but is now going back on their half offer to resolve the dispute. We have photos of the skimmer when Mermaid closed the pool 2 months after the initial installation in 2021. These photos show visible water damage directly underneath the skimmer as a result of an improperly installed skimmer. The Mermaid technicians would have seen the damage if they looked but they never did. There is no denying the documentation in the photos yet they continue to claim there there wasn't an issue and the leak happened in 2022 which is not accurate and backed by the photo evidence.

  Mermaid continues to show their true colours by now revoking their half offer of supplying a skimmer while I pay $200 for installation (something I had to fight for). While it is unacceptable to not stand by their warranty which was a selling point as part of the sales process, it's another thing to make an offer and then revoke it because they are unhappy that a customer wants them to uphold the warranty. No company in good faith would offer something and then a week later say it's no longer "on the table". That's a business who is now just being vindictive and making it personal rather than working with the customer. The ONLY thing they have offered to help in the last 6 months has now been removed from the equation despite the offer being put in writing to me.
  
  Sincerely,
  
  ******* *******

  Business response

  16/05/2023

  Mr. ******* assured us that he would be advising *** that this matter has been dealt with to his satisfaction.  Can you reach out to have him confirm?

  Customer response

  17/05/2023

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19995974, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  15/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 02/19/22, I signed an agreement to purchase a 15" aboveground replacement pool with installation from Mermaid Pools on Merivale Road. I paid $12,223.15. My problems began on May 20th with the installation. The installation was not done buy Mermaid Pool employees. It was subbed out to 3 french speaking men who showed up in a Quebec licensed extended cab truck with no company ID. I purchased my pool in Ontario to keep my money in Ontario. I had been advised in advance that any work outside the scope of the work detailed in the contract would have to be discussed with the installation crew. I did not expect to be gouged or expect to pay cash under the table. The first thing Mr. **** tells my son is that he wants $150 to move the decorative rock, which I had already moved. I managed to talk Mr. **** down to $100. It took less then 15 minutes for one guy, standing upright with a long handled shovel, to push the rocks to the side, that's like $400 an hour. At the end of the day I ended up sending an etransfer to Mr. **** for $200. I don't know what the extra $100 covers. I received no invoice or receipt from Mr. ****. This crew installed my pool 15" away from my deck. As a result, when Mermaid Pools sent their ladder installation crew out on May 25th, the ladder couldn't be installed. Mermaid pool says this distance meets their installation standards. Why would any company install a pool so far away from a deck that it can't be accessed by the ladder they sold the customer? Shouldn't the Installation Department know these standards? Why would they even schedule an installation? Mr. **** ******* installed my pool fence and took all the extra pieces with him. I need a confirmation of my credit as per contract. Mermaid Pool has failed to replace the damaged rail they were notified about on May 20th. I have not received any updates in months. My account has been sent on collection for $577.43 . I don't feel I should have to pay for a pool that arrived damaged.

  Business response

  18/08/2022

  We regret you are unhappy with your installation, however, you were very clearly informed during the sales process, the booking process and multiple times thereafter, that your pool would be built as close as possible to the existing deck, but that modifications to your deck would be required.  The distance between the post on this pool would not have been the same as the distance between the post on the previous pool, resulting in the new pool not occupying the same foot print as the previous pool. Also the  installer needs to be able to get between the deck and the pool to install, typically requiring a minimum 18” of access.
  
  Your comments regarding having Quebec workers as an issue is puzzling….we are a federally incorporated company and as such can hire whomever we choose.
  
  We have offered on numerous occasions to return to address the rail as well as to finish the cut out of the skimmer and the plumbing, but you have refused on many occasions to modify your deck and fill the pool with water.  We have warned you this could cause irreparable damage to the pool.  You have also steadfastly refused payment for the remaining balance of the install minus the outstanding issues.  As such we had no choice but to send you to collections. 
  
  The statement that you “have not received any updates in months” is categorically false and we have copious amounts of correspondance throughout the process to confrim this.

  Customer response

  23/08/2022

  
  ********** ********
  
  I am rejecting this response because: My contract is with Mermaid Pools for a pool and installation Not with the 3 guys who showed up, overcharged and wanted cash under the table with no documentation. No customer should be put in that position. If Mermaid is going to sub work out, they should only use legit companies that operate under Federal and Provincial consumer regulations.

   

  The Mermaid contract does not disclose the company installation policy for pools and decks or the fact that when the installation is complete, the customer will have paid for a working pool that no one can access. They sell you a deck ladder with installation that you can't use and can't be installed. I sent a picture previously of the Mermaid installers holding my ladder next to my pool.

  In my case, the Company Representative told me that based on his past experience as a Mermaid pool installer that my pool could be installed within inches of my deck. He then went on to sell me the ladder with installation that I would need for my deck. The Installation department helped coordinate the installation date of the ladder for the next working day after the pool was installed. The installers arrived and couldn't figure out how to install the ladder. I sent a picture previously. Obviously, the installation department doesn't know there own policies, otherwise they wouldn't have scheduled an installation for something that couldn't be done. 

  Please provide documentation showing where I was contacted about the pool rail warranty as well as where I rejected your service call request. All offers to return to my home were to address other issues with my pool. Never once was the pool rail mentioned. It is a separate warranty issue.

   

  You did not address the spare parts that Mr. ******* removed from property. I know there were spare parts. We had to clean up very quickly that day due to the big storm. Please address the value of the credit. I would hate to think it was theft

   

  
  Sincerely,
  
  ***** *******

  Business response

  25/08/2022

  Madam,
                  Once again, we are allowed to hire whomever we wish. We hire the most skilled labour we can find. It says directly on the front page of your contract, which you signed, that “Levelling and/or pad construction NOT included”. Below that very clear, bolded, capitalized and thick bordered statement we go on to detail the rates associated with levelling and extra work not included with your install. The rates in your case could range from $35-$55 per inch plus material or removal of other debris.
  
                  It was explained to you by your sales person, during our booking process which you read and signed off on that the pool would be installed as close to your existing deck as possible but we would need the ability to access the pool. We do not modify decks. Selling you a ladder for your deck that you were presumably going to modify would be logical in that case. Our fence and ladder installer went out to install the fencing, which he did very well and even attached to your deck. He would have installed the deck ladder as well had you modified the deck as you were responsible to do.
  
                  There is a note on your file from May 26th for you to be issued a credit on your file for the c-kit which would be returned to the store by **** ******* as you did not want to reflect the refund in the balance owing. There is a note to apply said credit once your outstanding balance is paid and your account is in good standing. To accuse us of theft is defamatory and, quite frankly, counter productive.
  
                  On may 21st at 9:47AM Phil Morneault wrote back to you in response to the picture you had sent of the damaged rail. “Please take a less close picture of the parts we can see which one it is. Very small scratches like that can typically be rubbed right off.” You never did send the requested picture.

   

• Initial Complaint

  25/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 29 2021, I purchased a hot tub from Mermaid Pools in Nepean (Ottawa). We purchased our hot tub for $12,656 (we are financing). At time of purchase, we asked for a 5" hot tub cover. Our salesperson said that that hot tub cover was included in the purchase. Once received, we notice that that was not what we received. We received a 3" cover and it was 2 inches too big on all sides of the unit. When I called, the salesperson told us that that was what came standard with the tub. The hot tub measures 82"x82" and the cover measure 84"x84". After speaking with a few people at Mermaid, I finally reached a person who seemed to help. I sent pictures of the cover, demonstrating that it was too large. I also sent pictures of the top of my hot tub in minus 35 degree weather with slush on it (which meant major heat loss). The pictures also showed that there were icicles around the tub (making it difficult to open). a hot tub with a proper cover would not do this. The person I spoke with also requested my hydro bills which demonstrated a significant increase in in hydro use from the previous year (we already had a hot tub so we understood that usage is higher in the winter but not to this extend). The person told me he would "look into it". I have not heard from this person since March 2022, even after several follow ups.

  Business response

  28/07/2022

  Customer received the cover that the manufacturer provides with the hot tub. They only offer one size. If we were to replace it customer would have the same perceived issue of improper fit. We have offered to source an after market cover at the customers expense if they would like to take this route. 

• Initial Complaint

  13/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered a swim spa on September 26, 2020 in the amount of $26,995 with taxes and have begun paying for it upon delivery. I arrived at the end of August 2021 when I was promised it would arrive in May 2021. There was always a delay. It didn't leave much time for enjoying it for the summer. I paid for a contractor in March to have placed a cement pad ($2400 + tax), had a crane install it which cost me well $2989.35. I paid an electrician to hook it up ($2523.70 with taxes). We filled it up with water ($229.95). A technician came to our home when we had everything installed and advised us that the first pump needs a capacitor and the second pump isn't even working. They said they do not have the parts and had to order them, which was apparently on October 2, 2021. The parts have to come before the spa freezes, or we risk losing our spa. Plus, the water is very murky and algae has grown as it has not been functional. Sick of waiting. Finish the job before it freezes please!

  Business response

  18/10/2021

  We are sorry for the delays but our hands are tied because we are not getting whole goods or parts in a timely fashion.  The supply chain is very slow to recuperate.  We have requested a tracking number for your parts that are due to arrive within the next week.  Spa service will update you as they have information.  The weather network forecast for the next 14 days does not warrant any concern for your tub freezing and it will be fine until we get the repair done.

  Customer response

  24/10/2021

  
  Complaint: ********
  
  I am rejecting this response because:  I never received an answer regarding whether winterizing the swim spa is the best option, and I have also not received confirmation that I have an appointment on October 28, 2021 yet.  Although I do understand that obtaining the parts are out of your control during this time, unfortunately, we are your client and have been promised a product (which is not functional unfortunately).  Until the promise is fulfilled (either paid winterizing services or an appointment with a technician which would mean that you have the parts required), I intend on keeping my complaint open as I have invested a huge amount of money into this project at this time.  Should I not receive an appointment confirmation as promised for this October 28, 2021, I anticipate that you will winterize the swim spa for the winter as there was ice on the vinyl cover especially this weekend and temperatures are quickly dipping below zero.  This type of delay has been exhibited multiple times since the purchase of the item on September 26, 2020.
  
  Sincerely,
  
  ******* ****

  Business response

  29/10/2021

  Parts have arrived and technician is on site making the repair.

• Initial Complaint

  04/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pool from Mermaid Pool on May 27, 2020 with the promise that it would be delivered by mid August, 2020. The pool was only ready in April of 2021 and we had to change the liner 3 times due to defects. We choose Mermaid because they promised that the pool would be ready in mid to late August 2020. I also told the owner of Mermaid Pool in writing on May 26 (email) and in person that I required automation through my phone and he told me "all the big pools come with this". The owner now is informing me that he did not include it in the quote so no automation. He says he forgot to include it in the quote but I made a good-faith assumption that it was included in the price for the pool. ***** **** * **** *** ******* I have a spa that was built with the pool and only 4 of the 12 jets work. They have come 3 times to repair it, however they ''always have the wrong parts''. I was told that I needed to pay the final balance of $1,962.17 before things can be resolved.

  Business response

  14/10/2021

  The pool was installed last year and new liners were installed this spring ….this was completely beyond our control and simply a manufacturing defect.  Mermaid covered the labour and water which is not the manufacturer warranty.  The automation was not in the quote nor was it on the contract and was only brought up much later and only when the client was asked to pay and honour the terms of their contract.  There is a part on order for the spill over spa, once it arrives, it will be installed as quickly as possible.

• Initial Complaint

  13/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Semi in ground Pool was purchased in June 2016. The pool walls come with a 15 yr warranty. We are having some landscaping done and it was discovered the walls are rusting. We wrote to Mermaid, they sent their Sr tech to come take a look. He said yes our pool is very corroded and that they would take care of us. He also mentioned that they stopped selling pools like ours with salt water systems 3 yrs ago for this reason. Mermaid has passed us over to the manufacturer of the pool system. We are well within our warranty period. Both are now attempting to opt out of the warranty by saying it is because of our fluctuating pool chemicals. No where on the contract does is specifically state that the warranty will be void if your chemicals are off by so much and for so long. The manufacturer told us and our contractor on different individual calls that this should not have been sold to us as a salt water system as salt can and will most likely corrode the pool walls. Mermaid is staying silent

  Business response

  20/09/2021

  We have had a discussion with the customer and they have advised us that they would be removing this complaint.  Mermaid and ******** ***** is working to help with a solution 

• Initial Complaint

  30/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 2021-06-28 Mermaid pools is contractually obligated to install a pool in my backyard, as well as a pool filtration system including an ioniozer. Mermaid without authorization from myself partially installed the system to my water heater and did not install the rest of the filtration system including the ionizer that they were contractually obligated to install. When called they informed me that they told the installers not to hook up the pool to the heater yet the installers went ahead and performed this unauthorized work anyway. I am now unable to start my pool system as it is half hooked up to the heater. When I called mermaid to express my concerns they informed me that it would be a $300 charge to have someone come and hook the system up to the heater when it was them that performed the unauthorized work and the system should have been installed closed circuit to the pool as per our contractual agreement. This work was not done.

  Customer response

  06/07/2021

  * ***** ***** ******* ****************************** ***** *******

   

  Good morning to whom it may concern

   

  I would like to withdraw my complaint against Mermaid Pools. The matter has been resolved professionally and quickly and I no longer wish to lodge a complaint.

   

  Thank you for you assistance. Please do not allow this complaint to affect mermaids rating in any way shape or form.

   

  ***** ******* * ************ * * * * **** **** **** *** ******* **

• Initial Complaint

  21/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought an above ground pool from Mermaid Pools in November 2020. The agreement says that the installation fee is $1000, paid the day of, and in case of leveling more than 12inch the charge will be extra $ 20 per inch. The day of instalation the installers told me that I have to pay extra $600 due to leveling needed 18inch and that they will not start working until I pay that amount. My pool was installed, water heater and filter plumbing done and the installers left without explaining anything. After the electrician connected the heater wires he told me that the heater is showing an error and that I need to contact the installation team. I left few messages with no response and I had to find a plumber to fix the issue. All the plumbing needed replaced. So, I paid for materials and work again. Plus I checked the leveling and is 13inch. I consider that I was not supposed to be charged $600 and because of all the troubles I had to endure I don't owe anything to Mermaid Pools.

  Business response

  23/06/2021

  The customer gave us no opportunity to fix deficiencies.  We are a pool business and as such do not offer 24/7 service.  Our service/installation departments operate Monday to Friday, normal business hours.  Our stores are open 7 days a week, but he did not purchase the parts he wanted from us but from another store.  Our office called first thing Monday morning upon receiving the email with the intention of attending same day to rectify the situation, only to be told he had hired a plumber and purchased excessive parts.  With regards to the heater, It is always the homeowners responsibility to hire an Electrician for any and all electrical including the heater.  See Clause 22 in contract supplied by homeowner and see note in body of contract at line for HVAC.  We are not Electricians and do not have one on staff, this information was conveyed in many different forms and emails.
  The homeowner provided incorrect information regarding the levelling at the time of completing the booking sheet.  He advised that he had 6 – 8 inches of levelling.  Had he provided the correct amount of levelling we would have advised him to hire a third party to prepare the base prior to the installation.  At the day of installation the offer to come back at a later date to install pool if he wished to prepare base.  He wanted us to stay and do the levelling and agreed to pay us.  At no time was he forced into this.  With regards to retaining walls this cost would be on the homeowner and we do not build them.  See clause in contract.
  We have advised that the $1,000 is past due, the warranty will be suspended if payment not received by June 24th, at which time collection and legal proceedings will commence.
  This is Clause 2 from the contract:  It is specifically understood and agreed to that no claim may be filed under the warranty and no obligation to make adjustment there under will accrue, until the full indebtedness (including extras if any) is, or are paid to the Company.

  Customer response

  23/06/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have provided to the business proof that there is no more than 13 inches of leveling, meaning that only 1 (one) extra inch, according to the agreement I have to pay an extra 25$ and not 600$ on top of 1000$ for the instalation. And I provided to the business a proof that the plumbing instalation has been done wrong, which forced to pay extra costs in order to enjoy the product - the Pool that I already paid for, doing the weekend. Following last answer from the business, I consider it a threat., I have already paid for all the parts and devices that has been provided by Mermaid Pools therefore it should be under the warranty. About the pool installation warranty I would like to understand how do you provide the warranty when there is no retaining wall and the pool has a risk to land slide. If you are expecting me to do so then why do I need your warranty or why do I have to pay you extra for the instalation. I consider that the remaining balance that I have to pay is 425$ (1000$ for the instalation plus 25$ for the one extra inch of leveling minus 600$ that I already paid). And since the business is providing the warranty for the instalation I am expecting the business to build a retaining wall for the pool or to assure me that the pool is stable enough and doesn't need one. Sincerely,
  
  ****** *********

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