ComplaintsforMermaid Pool Spa & Patio

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mermaid installed a pool for ** six years ago. Initially they were great about responding to the ongoing issues with the liner; however, as of late they simply tell us to deal with the liner manufacturer. When we reach out to the liner manufacturer we are told they dont work with consumers and we need to go through our pool builder.We have significant wrinkling and leaks in our pool, in their defense, yes, on install days it has looked great, but give it a week or so, and the wrinkles and issues are there again. With what we spent to put this pool in, it should not look the way it does.Mermaid claims we have chemical issues causing the problem, yet I can provide documentation that we test and balance the water weekly.We are exhausted at trying to find a resolution when neither party seems to want to help.

  Business response

  07/17/2023

  We have turned this over to our liner manufacture representative and his company moving forward.  This no longer is being dealt with by Mermaid.  When we install, as you will see from our photos, there wasn't anything wrong with this liner at installation.  Let it be known, Mermaid has purchased two liners, out of our own pocket in the last 6 years to help this customer. The ****** were given an information packet from the manufacture on liner and water care after each install explaining liner care and maintenance.  In the last 2 years, Mermaid has had zero history on water balance or water care of their pool.   

  Thanks

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