I went to the Bob MacQuarrie Recreation Complex to attend a music class, but checked out all the…read morefacilities while I was here. This is a great centre for anyone in Orleans, but would still be great even if you could get to it from farther away, since this complex has a lot to offer. There is an extensive program listing in the City of Ottawa catalogues including sports instruction, music, art, fitness and other classes. I had a friend who taught here and she got full access to all the facilities as a benefit. The gym here is great and so is the pool. Weekend mornings are busy with kids hockey, figure skating and swimming.

It's a top quality facility. I go there to play squash every week and the quality of the squash…read morecourts is better than other places I have seen at other places in Ottawa (such as Carleton U) and the price of admission is cheaper too ($8.00 for adults and $6.15 for students). For indoor racquet sports they have both squash and racquetball courts, including squash courts with a sort of staging area behind the court, which is a nice touch. They also have a pool, arena, fitness equipment, and a large number of other facilities. I haven't used the pool yet but I have heard good things about it while the fitness equipment looks nice (although I am not exactly an expert in judging the quality of fitness equipment). Changing facilities are on the small side, but the washrooms and shower area in the men's area are nice and clean, including a hot tub. Also parking is free, which is an added bonus compared to university owned recreation facilities.

# The Real Test of Customer Service Begins After the Sale…read more I don't write negative reviews lightly. In fact, this review exists because I gave Mermaid Pools every opportunity to make this right. I waited patiently, communicated professionally, and repeatedly chose private conversations over public criticism. Nearly a year later, I still don't have the spa I paid for. This review isn't about a technician making a mistake. Mistakes happen. It's about what happened after the mistake--and what that says about Mermaid Pools' commitment to customer service. In November 2025, a Mermaid Pools technician incorrectly installed the cover lift on our brand-new Signature Spa. The error left multiple unnecessary drill holes in the side panel. The technician acknowledged the mistake immediately, and we were assured a replacement panel would be ordered and installed in the spring. That sounded perfectly reasonable. Unfortunately, that was the last part of this experience that was. Over the following months, communication became a constant struggle. Phone calls went unanswered. Messages weren't returned. Updates almost always came only after I reached out first. The explanation continually changed. The panel was coming. The panel wasn't coming. The shipment had been delayed. The shipment had arrived. The panel still had to be located. Another shipment was expected. Another update would come next week. This cycle repeated for months. Eventually I contacted the Director of Operations because I could no longer get meaningful updates. To Phil's credit, he apologized several times and acknowledged that the original mistake belonged to Mermaid Pools. Unfortunately, apologies never translated into action. When the replacement panel finally arrived, the situation somehow became even worse. Before installation, I sent written instructions identifying exactly which panel required replacement. I even described its location relative to the control panel and drain valve because, after months of waiting, I wanted to eliminate any possibility of confusion. Despite those instructions, the technician arrived without the tool required to cut the drain opening. Instead of returning to the shop to retrieve the correct tool, postponing the installation, or calling his manager, he installed the panel anyway. The new panel was scratched during installation. The drain valve was completely covered. Our spa could no longer be properly drained. At that point, this was no longer a cosmetic issue. I ultimately had to purchase my own pump simply to perform routine maintenance because the drain valve installed by the manufacturer had effectively been sealed behind the replacement panel. What I still cannot understand is this: Why install a panel that you know cannot be completed properly? Why wasn't the technician prepared? Why wasn't the damaged panel rejected before installation? Why didn't anyone simply retrieve the proper tool and finish the work? Most importantly... Why has no one returned in the three months since to complete what should have been a straightforward repair? Those are management failures, not manufacturing delays. Throughout this process I repeatedly heard that the manufacturer was responsible for delays. Perhaps they were. But I didn't purchase my spa from the manufacturer. I purchased it from Mermaid Pools. Managing suppliers, scheduling repairs, preparing technicians, inspecting replacement parts, communicating with customers, and completing warranty work are all responsibilities that belong to the retailer. Passing those frustrations on to the customer isn't customer service. What disappoints me most is how preventable all of this was. One phone call. One honest update. One technician arriving with the correct tools. One manager insisting that incomplete work not be left behind. Any one of those things would likely have prevented this review. Instead, nearly a year after Mermaid Pools damaged a brand-new spa during installation, I am still waiting for the repair to be completed. For a purchase approaching $20,000, that is simply unacceptable. Ironically, the sales experience was excellent. The after-sales experience has been one of the most frustrating customer service experiences I've encountered with any major purchase. I have retained the complete email correspondence documenting this entire timeline. Every promise, every delay, every apology, and every missed commitment is documented. If you're considering purchasing from Mermaid Pools, don't judge them solely by the showroom experience. Ask them what happens after something goes wrong. That's when you'll discover what kind of company they really are.

Dont buy from Mermaid. They make promises they dont keep and you will end up spending a lot only…read moreto find out your pool was never worth it. Not only that, once our liner was out we could see the dangerous pool our children had been swimming in! They refused any compensation despite false promises and their guarantee that means nothing. We bought a salt water above ground pool 8 years ago. We were told it costs more but is made of materials that dont rust. So now we have what I suspect is a small hole in the liner, no problem we can patch it or replace the liner. Except our pool is not made with rust resistant material as stated and that we paid a lot for. One tiny leak and its rusted and will need to be replaced. Liners get holes and need to be replaced it happens but mermaid should replace the wall. Their solution, use paint. That wont fix it and is potentially dangerous since its rusting from the inside. 8 years is way to short for a pool to last, especially one that was so expensive.

I am in the same business as these guys ( Competitor) and I have always found them help-full and…read moreforthcoming with parts and information when I needed it. I recently made a mistake with a shipment and found myself in a tight spot. They stepped up and helped me out , saving me a great deal of time and money. They have refused to take any form of compensation stating, " just happy to help" You can trust that if this is how they are " behind the scenes" , they will treat you with honesty and integrity. Thanks Again

Hope I can give zero star. Absolutely garbage. Only good at sale. Poor poor customer service. After…read morethey sell your the items, if there is a problem. They would told you it is out of their hand. I ordered that winter safety cover from them company last year and it wasn't ready at the time them estimated it would be ready. We end up need to wait until Nov to have the pool closed. Waste lots of time of cleaning the pool which was too cold to swim in and waste lots of money to buy chemical to clean it. Just because the winter cover can't be arrived on time. and we suffered a lot for waiting to close the pool. Then even they came to measure it before making it. the size wasn't right! They took it back for resizing in June then and it is not back yet! They called me In the beginning of Aug to order pool closing service, but they don't even know my winter cover is not back yet. Bad communication between departments. Only the sale department is efficient. The service department is garbage. Another frustration is they don't brother to return your call or email. Finally I reach the owner today. Thé owner said they are not the priority to have the product from the supplier because they are not the business deal with life and death. It is so funny, it's first time I learn that swimming pool cover supplier also make equipment that save life. Thé attitude of the owner tells all. Choose your pool service company wisely folks.

It's hard to find the words to describe how helpful and incredibly hard-working working this team…read moreis. More the once I have called the owner, Daniel, for pool advice and he has been kind enough to help me out over the phone. I am so grateful and suggest you book them NOW for whatever you need. Andrea/Jamie

From the owner: Non invasive state of the art Leak Detection…read more Pool Opening & Closing Liner Replacement for Above Ground or Inground Pools Above Ground pool Sales and Installation Re-Leveling of Above Ground Pools Structural Repairs Pump & Filter Replacement Insurance Claims Estimates Pool removal and Burials Salt system Sales and installation Electric Heat Pump Sales and installation Underground Damaged Water Lines Replacement

Superior product and customer service !…read more Having an entire backyard project (and front yard in our case) designed and built is a huge investment in time and, of course, money. After speaking with other customers and visiting projects by Edgewater Pools & Jonathan Robert Landscapes, we decided to move forward with them. We were amazed. They do not sub out work like every other pool and landscaping company, these guys have their own team, their own equipment and are total professionals. Their work crews showed up each morning before the crack of dawn and did not quit until well after dusk. They cleaned up after themselves each day and made sure the entire project was seamless. In watching them and inspecting their work daily, we noticed that everything they did was done right. There were no short cuts or corners cut and it became very apparent to us that they employee a team of skilled craftsmen who take pride in what they do. The foremen (Scott) would touch base with us every day and provide us updates while pridefully showing us their daily progress. From the beginning Bert (Designer) and his team where transparent about the timing, what to expect and worked tirelessly to help us create a beautiful design within our budget. Jonathan (Owner) would be on site multiple times a week to make sure things were on track. It is obvious that this company is run like a swiss watch and produces an outstanding quality product that speaks for itself. They have turned our backyard into something that our family can truly enjoy for many years. (winter photos attached)

From the owner: Edgewater pools is a full-service design/build pool company. We work with you Ottawa area…read morehomeowners to design and create the perfect backyard oasis. We offer a full project management and professional landscape construction services with in-house professionals to turn your dreams into reality.

I am very disappointed in the service and about the dishonesty of the personnel, including manager…read moreLyne, at Mermaid Pools. The technician was in my back yard doing a "full and comprehensive" inspection of my hot tub for not longer than 4 mighty minutes, which is not enough even to buckle the hot tub cover back up. I am extremely concerned about the service this company is providing to its clients and what you charge 229$ plus tax for a four minute visit and a phony report. Disappointed client.

Customer service in pool parts area is horrendous! Rude,Rude,Rude If you need a patch kit for your…read morepool that looks like a pool liner you will not get it here. Very ridiculous that I even asked according to the goofball clerk.I drove down to Campbell Pools and they had exactly what I needed. Including polite and pleasant staff!

We've been customers of Blok for about two years now. We purchased a 'Freedom' hot tub by Coast…read moreSpas. Blok was great right from the start (the BC flooding and landslides at the time delayed our delivery), and they've always been helpful answering our questions as newbie hot tub owners.

After our warranty issue, described above, Blok Pool eventually got in touch with us and reimbursed…read morethe cost of repairing the pump. I still have concerns regarding Coast Spa and warranty but our local dealer, Blok Pool, did come through and make it right in this case (reflected in 3 stars vice my initial 1 star).