Mermaid Pools and Hot Tubs

1373 Ogilvie Road
Ottawa, ON, CA

For over four decades, people in the National Capital Area and Outaouais have been getting into the swim of things thanks to Mermaid. Since 1965, we have sold and installed over 40,000 pools and spas, and continue to service what we sell.

We design and build in-ground pools, and we sell and install above-ground pools and hot tubs from leading manufacturers. We operate three conveniently located retail stores – two in Ottawa and one in Gatineau – each offering our complete line of pools, spas, accessories and suppliers.

Mermaid has won the Consumers’ Choice Gold Award for Ottawa swimming pool and hot tub suppliers every year since 1995. We have also won 13 national awards for design and construction from the Pool and Spa Institute of Canada. Mermaid is a past winner of the Better Business Bureau (BBB) Torch Award for Marketplace Ethics. Since 2008, Mermaid has been a Top Choice Award Winner.

For over four decades, people in the National Capital Area and Outaouais have been getting into the swim of things thanks to Mermaid. Since 1965, we have sold and installed over 40,000 pools and spas, and continue to service what we sell.

We design and build in-ground pools, and we sell and install above-ground pools and hot tubs from leading manufacturers. We operate three conveniently located retail stores – two in Ottawa and one in Gatineau – each offering our complete line of pools, spas, accessories and suppliers.

Mermaid has won the Consumers’ Choice Gold Award for Ottawa swimming pool and hot tub suppliers every year since 1995. We have also won 13 national awards for design and construction from the Pool and Spa Institute of Canada. Mermaid is a past winner of the Better Business Bureau (BBB) Torch Award for Marketplace Ethics. Since 2008, Mermaid has been a Top Choice Award Winner.

Ratings & Reviews
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4.4

48 user reviews

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by Paolo Cleroux | September 16, 2020

The sale and service is excellent

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by pastorbarry | September 9, 2019

I just wanted to acknowledge the excellent customer service I have received time and time again from one of your staff, Cameron Presseault. He assisted me with my water assessment, showed me where the items I needed to purchase were located, and even helped carry salt bags to my car and put them in the trunk. He is a real asset to Mermaid Pools.

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by Methier | August 23, 2017

Roxanne's knowledge, promptness to returning emails, enthusiasm, passion and dedication made this experience very pleasant. We were truly impressed . We will definitely send our friends to Mermaid Pools and Hot Tubs!

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by poaps79 | May 20, 2017

We purchased our above ground pool in August 2016. Literally since the day it was installed we were complaining of a leak. We kept getting told it was evaporation. But adding 3-5 inches of water every couple of days is a but excessive. We paid mermaid $400 to close our pool in the event there was no water left in our pool come spring. Sure enough come April there is about 4 inches of water left in the pool. It's been a horrific ordeal dealing with the installation dept. Then they tell us that if there is a hole patch it they don't cover liners. But when we purchased the pool we were told there is 5yr warranty on installation and 15yr warranty on the liner. I wouldn't recommend your company to anyone

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by Christa Guillemette member | May 10, 2017

We had a great experience and excellence service with Roxanne Pilon at Mermaid Pools at both location Ogilvie and new location in Avalon. As a first buyer, I didn't know much about the process and products, Roxanne took her time explaining. Even now after my purchase I feel comfortable contacting her if i have any additional question or even repeated question. Roxanne has been very professional and is always there for us.

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by cleasbyra | August 14, 2016

We had a brand new in-ground pool installed last Fall. The fiberglass step they installed has a one inch crack above water line. We have been waiting for three moths for them to get back to us. They didn't show up to booked appointments and are apparently too busy to return our phone calls. We are done with them and will have all of our future service needs completed by a RELIABLE pool company!!

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by Cerise Aardwolf | August 12, 2016

We bought a pool from Mermaid last year - since then we have had a lot of problems with the now discontinued Salt and Swim Chlorinator. My husband is extremely handy and was able to fix the issues - until tonight ! We came home from work and the compression fittings had once again blown off and couldn't be fixed. We were panicking as we are to leave on vacation in the morning! We went into the Ogilvie location - the service we received from Scott (salesman) was excellent. We called Phil Morneau who sold us the pool last year and he not only remembered us but he called us back within a few minutes. Between Scott, Phil and Peter (the Hayward rep) they figured out how to adapt a fitting from a different system to finally resolve our issues! We couldn't be happier and the best part is that it saved us well over $1700! We can leave on vacation in the morning without worry! Thank you so much to Scott and Phil, your service was truly excellent! - Josee and Patrick

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by sfortier | July 26, 2016

No stars from me either. We had an inground pool installed in 2015. The whole installation process was a nightmare. Started at the beginning of June, ended at the end of July. It was one issue after another. The main thing was really a lack of communication between the "project manager" ( I really don't know what that means because I saw him the night before installation began then never saw him again and he did not manage anything. I ended up firing him after 1.5 weeks but the person who took over was no better), us and the workers. Many times I asked to be kept informed of progress and when additional trades were needed such as electrician and gas installation. I would then be told that the electrician is needed now to ground the pool, the gas installer needs to come now to put in the line otherwise the work can't proceed. Mermaid had not given me any info on subcontractors (as promised) or when they would be needed. Finally, most of the issues were resolved at the end of July. This spring, it started again. We had the pool closed in the fall and reopened this spring by Mermaid as it is under warranty. There was a big leak identified by the technician. We waited for repair but nobody came. Started calling after 1 week, asking for a date of repair. Left 3 messages before someone called back. As per Mermaid, they were not aware that there was a problem that needed fixing. A date was set-up for repair but nobody came. When someone did come, they fixed part of the issue but another leak developed. Emails, phone calls, visits to fix and it was finally done. Now, 1 month later, it restarted to leak. They fixed the original problem by putting silicone around it. A temperature probe in a flexible tubing, held in place with a clamp and silicone is not a permanent fix. I'm just fed up with Mermaid. Every time someone asks about my pool, I tell them the whole story. My advice: Don't go with Mermaid. They may have been around for a long time but it doesn't mean that their products or service are better. STAY AWAY FROM MERMAID.

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by Lavender Hedgehog | June 8, 2016

Pool put in the summer of 2002. Great service then. Last week needed a new liner. Fantastic assistance from Myrtle in sales in choosing the liner to order and great installation by Denis and his team. I had a tight timeline and they came in four days early. Fast, quality, friendly service. We are very happy customers.

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by Gray Aardwolf | May 31, 2016

This is by far one of the worst experiences I have had with customer service. An employee was scheduled to come open our in-ground salt water pool on Friday May 20th, 2016. The employee came and left without telling us anything of what he had done or what were the next steps for our pool. Nothing seemed to be done, the ladder was installed but the pump wasn't running so we called back to the store. After inquiring, we learned that the employee had hurt his back so he had to leave. Nobody felt the need to communicate this to us but an invoice for 240$ was left in the mailbox. We tried calling multiple times to get information on whether someone else was gonna come to finish the job but it was impossible to get an answer until the following Tuesday, since it was the long weekend. On Tuesday, we had to physically go into the store to purchase the supplies (chemicals and such) and got the instructions to do the job ourselves since we still had no answer on whether an employee was going to come back to service our pool. At this point, having all information about our filter system on file, they sold us product for the wrong type of filter. We only noticed once we were home and had to drive all the way back to the store. Next, we followed the steps as they had suggested when we went to the store but the pump was constantly losing pressure. We called back multiple times to ask if someone could once and for all come service the pool, they said an employee would call back on Friday the 27th to schedule an appointment. It is now 11 days since we our pool was scheduled for service and we still cannot get an answer or an appointment from anyone. We complained in store but the employee wasn't bothered by the situation. So frustrating to see a major company care so little about their customers.

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by NicoleO | December 25, 2015

I would like to thank Dominique from Mermaid Pools Ottawa for assisting me with our In-Ground pool issue that wasn’t resolved for over 2 years with multiple representatives. Within a month on taking over my case, Dominque was able to schedule everything and resolve the issue in a timely manner and understanding. I’m satisfied with the excellent service we received from Dominique. I would also like to thank Denis, the technician, for being so knowledgeable on the situation at task and very professional. I’m really satisfied on the outcome and results. Thank you so much Dominique and great job Denis!

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by Pool6264 | October 22, 2015

We are very pleased to have Roxanne Pilon’s for the first purchase of our 18’ above ground pool at the Mermaid pool. We got a very good service and advise from her. What we find great from her is that she does not use pressure to make us buying the products. She takes her time explaining everything not worrying about customer waiting to be served by her. She is very professional and very knowledgeable of her products. She also helps her in choosing the pool colour and fabric design. Good job Roxanne....Thank you so much for your great professionalism, help and Chapeau for your French. Shirley Bijou & Roger Dorion

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by ALancaster | September 26, 2015

We are very happy with the 15' above-ground pool purchased at Mermaid. Rob was an excellent salesperson. It was obvious that he knew the products, he answered all my questions and provided me with information to help me select the best pool for my family needs. Dominique arranged the installation and all went smoothly and quickly - the installation crew was in and out and it only took about 4 hours and the job was done. Every person I spoke to at Mermaid Pools was polite and helpful. Thanks for the great service !!!

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by dianejdenis | September 17, 2015

We received great service from Martin Molla when we purchased our pool. He answered our numerous questions patiently and to our satisfaction. Thanks Mermaid Pools Diane Denis

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by irishTrish | September 17, 2015

To be honest, my sales experience was way less than remarkable to say the least, but 3 people made up for that .....SANDY in the warehouse, thank God for her! She went above and beyond to ensure my hot tub was delivered on time, as a deck project around it was on hold and my sales associate dropped the ball, was rude and basically left me on my own to deal with it. Mermaid, SANDY turned it all around and you need to keep her! JEANETTE at the Ogilvie Road location, thank you also for your assistance with the chemicals and your patience with my lack of knowledge in this area! PHIL GREGORY, another great asset. Knowledgeable, patient and very pleasant with the cover arm install and tub demo. Overall, a very happy customer ....loving the hot tub!

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by mightydrake | August 24, 2015

I bought a new spa from Mermaid (Bullfrog Spas). Buying experience was pretty good. Phil Morneault knows his product and gave great tips. I also got the show of operation. Phil Gregory was right on time, he installed the cover lifter and explained in details how the control panel worked. Everytime I went to Mermaid, to get water tested or buy chemicals, every staff have been great ! Overall, I had a good experience so far with Mermaid.

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by Charcoal Bee | August 16, 2015

Everyone at Mermaid Pools were very helpful from beginning to end. Everything was organized and things were completed as per the dates agreed upon. Installers were great too. Even with a few problems with the slope in my yard, we were able to make it work and our pool is functioning well and working great. Thanks for everything!

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by Scarlet Barnacle | July 18, 2015

Dear Mermaid Pools, Glad I found this site to post a comment. For the past 3 years my pool has been leaking in the plumbing lines. 4 pool companies have come several times to try to find the problem with no success. When I opened the pool in May I called to have the the line leak tested. Miguel came over and assured me that he would find it. I didn't get my hopes up. By the time I made my cup of coffee and walked out the back door, Miguel had found the leak under the cement. It wasn't half and hour later, he had the hole dug and fixed the leak. Thank you for the great work! Doug & Lucie Treadwell

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by dodds | July 16, 2015

The installation and product were very good. The builder was very respectful of our property as well as the connected neighbor. Small issues with technicians knowing how to set up control panel

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by Ngreen | June 30, 2015

Just wanted to commend mermaid pools for their service and maintenance of our pool over the last 8 years. From sale to installation to yearly maintenance, we have had great customer service...this makes our cottage in the city an oasis! Thanks mermaid!

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by Ted Glas member | June 27, 2015

Great service, very well done installation of a replacement above-ground pool liner. my only criticism would be that the initial service in terms of getting the contract set up was a little slow. People were all professional and pleasant.

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by Genevieve Belanger member | June 26, 2015

Wow! I was blown away by the customer service at Mermaid Pools. We were shopping around to get a pool. When I called Mermaid, Roxanne answered the phone, the service we got over the phone was amazing. She was so helpful and knowledgeable, that we decided to go with them. The whole entire process was easy, professional, very prompt, very upfront, beyond helpful. I've never had customer service like this ever. Every step of the way, everyone was amazing. We dealt with Tim in installations. He is absolutely amazing. I have NEVER had such quick, friendly, informative, thorough information. A special thank you to Roland and his team who installed our pool and To Laura who taught us valuable information and pool school. Everyone goes above and beyond. I'm still blown away. I now know why they win so many awards.

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by Burgundy Grasshopper | June 24, 2015

I recently had my pool liner replace with I already wrote a review about. In doing so I forgot to name an individual that was more than helpful to me. Brian Fortey at the Merivale Store location was more than helpful to me. His customer care was above and beyond what I would have ever expected. Brian "MY HATS OFF TO YOU" and your team of employees at your location. You have made me "one happy customer" and will return to your store in the future and recommend your establishment to others.

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by momike | June 24, 2015

Thx to Dominique and installation crew for handling the sale, removal and installation of new liner a breeze. Everything was delivered on time as promised with no issues. Definitely recommend Mermaid's sales and service to family and friends. Keep up the good business practices.

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by nmccarrel | June 24, 2015

Excellent purchase, delivery and set up service! Would highly recommend! Brian was very helpful with sales, Sandy with delivery, and Phil with set up. Everything was simple and straightforward. We love our hot tub and feel confident that mermaid stands behind their product.

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Hottubs.ca 4.4 out of 5 based on 48 user reviews.

Frequently Asked Questions for Mermaid Pools and Hot Tubs
Q. How do I contact Mermaid Pools and Hot Tubs?

You can contact Mermaid Pools and Hot Tubs by calling (613) 747-0321.

Q. Where is Mermaid Pools and Hot Tubs located?

Mermaid Pools and Hot Tubs is located at 1373 Ogilvie Road in Ottawa and provides waterproofing services throughout Ottawa