Mermaid Pool, Spa and Patio

Worst Experience! They installed the wrong liner, large footprints under the liner going down the middle of the pool, gravel under the liner all over the stainless steel steps and walls, forgot to install the second skimmer (which was on the purchase agreement), diving board was installed wrong twice (the first time it wasn't even hanging over the water, and now it is just a little bit hanging over the water), the concrete work was disgusting (looked like a kid did it) so they had to tear it out and re-pour (during the tear out, they tore up the coping and motor compartment of the new auto cover). We wanted the pool company to come and inspect the pool (all the pipes, etc... before the new concrete was poured but they never showed up). We went through three salt water cells the first year they put it in (supposed to be new cells), and the pool started leaking the first year they put it in. They also put a small drainage vent in at the back of our house but forgot to put an outlet so the water goes under our house. There is a drainage problem and our liner floats to the top with water underneath. This pool was installed in July 2016 and we still don't have these things fixed. I filed a Consumer Complaint but they refused to work with the Attorney General's Office also! We don't know what to do!!!!

This is, arguably, the LEAST professional company it has been my misfortune to ever work with. They don't answer phones and they don't answer voice mail messages. They rent pool cleaning robots with standard debris filters when you specifically ask about the sand and silt, which left us with a cloudy pool when it all got stirred up, right before our big cook out and family pool party with family from out of state. They did refund my rental fee, but it still wasted two trips and left us with a pool that was embarrassingly cloudy. Also, they can't or won't schedule services! When you put in a service call, they ring you the same day saying "We can be there in about an hour"! This has happened to me at least 3 times in the 2 years since I bought a house with a pool. I will revisit that in a bit.. Most recently, I had questions about upgrading my pool pump and filter and had an absolutely ridiculous time getting anyone from service to EVER answer the phone or the voice mails I'd left. I ended up calling the Muncie store to ask for a Manager. She apologized and got the head of service to call me the next day to answer my questions. Typically, after requesting the installation, I got a call the day of. Installation got put on hold (through no fault of Mermaid Pools, it was due to an out of the box part issue) and once I had the part and got them back out to the house, which was a chore all on its' own, they left me with a small leak on my outlet house from the filter to the heater. I called on Thursday or Friday of that week and had to leave a voice mail again as no one answered. THIS time, a young lady returned my call the following Monday. She said they weren't to busy due to unusual rains and that I should expect a call soon. Well, Tuesday, Wednesday and Thursday all pass with no contact. They call me Friday, saying they were just finishing a job in a town near me and could be there in around 30 minutes! As I was on the road to Chicago for an 18th birthday weekend for my son, I requested he tell the office to please call me back early the next week. NO call for over 2 weeks and no reply to multiple voice mails, nor does anyone answer at the Anderson store after multiple tries. I called and left a message with a young man for the Muncie store Manager yet again. I explained the whole thing and she first apologizes and tells me that she tried to call the service department before returning my call and that she couldn't get through to anyone. IF a store manager can't get service on the phone, what hope does the average customer have? Anyway, she assured me that she would be in the Anderson office the next day and that she would get some answers for me and that someone would call me yesterday. I also requested a chat with ownership over my experiences. No call from anyone yesterday like she promised and NO calls today nearing the close of business. I was only putting up with this because I thought I didn't really have any other choice in my area. I now know that there IS another major Pool and Spa company in Muncie, IN. I gave them a call to ask a quick question and the phone was answered immediately! From now on, THEY will be getting my business. However, Mermaid WILL be coming back to fix the prior installation as it never worked without leaking and they know it. I will be filing BBB, Indiana Generals' and Federal Trade Commission complaints as well. I have now been waiting almost a full month for them to fix the leak from their installation and no one will even return my calls! My time is valuable, but they aren't respectful of that fact at all.