Last year I contacted Pioneer Pools regarding replacing my liner for my above ground pool. At the time they were very helpful in setting up one of their employees to measure so the liner could be ordered and installed before the 2019 summer. My children were eagerly awaiting the opening of the pool season. Little did we know that the workers Pioneer either contacts out or hires were very incompetent in the installation process. This is where the nightmare began for us. The men instructed my husband to fill the pool that it was all ready to go. As we were filling my husband noticed the walls were bumpy, and contacted them right away, again they reassured him it was good. So not being experts in this we proceeded as we were told by the professionals. A few days past and my husband still felt something was not right, he decided to investigate it further to realize the bumps he noticed were the bottom of the pool that were pulled up through installation process. Right away I contacted the head office in Brampton and spoke to the young lady that helped us order and process the payment. She would follow up and get back to us. When we heard back the workers tried to put the blame on us like it was our fault. They agreed to come back to fix it, but in doing we needed to drain our full pool right to the bottom to fix what was not done properly the first time. The office was willing to compensate me for the water once I brought it to their attention, no compensation was offered prior. Furthermore, we still were not happen with the second installation as we noticed dips in the bottom where the base was being moved. We decided at that point as a family to enjoy the summer because we had wasted summer weeks already. What a mistake that was. As we were doing our best to enjoy our pool with our four children we noticed that the pool required a lot of water to be topped up, but thought it has a lot to do with the hot summer. Well it does not end there for us . We recently (May 18, 2020) opened up our pool for the summer 2020, to run into more problems with the liner. Three days after we filled and opened the pool we began to notice a very big leak. Once again I reached out to the young lady and she was kind enough to direct me to the proper channels to fix it and did mentioned it is only under warranty if the rip is on the seam. Crazy! Considering the liner was only used for barely 1 season. How does a liner rip so quickly. Again not having a choice we dealt with Pioneer Pools, in hopes that they would find the rip in the seam and it would be covered by them, but no such luck. The damage was so bad that I had to drain my pool again, have it completely pulled apart to replace all the bottom for them to locate my rip, patch it and of course to no surprise it was not on the seam. So once again we had to pay out of pocket ($2000.00) to get it fixed and refill with Pioneer Pool not accepting any part in this. I know it is hard to prove that the rip was due to their carelessness and poor installation, but it would of been nice just for an apology for what our experience has been. We have finally opened up this year ( 2020) with the liner being installed 3 times in 1 year, we are still not happen with the wrinkles throughout and know we will probably be looking to buy a new one a lot sooner then we should. I would not recommend anyone to use this company for service or product. My experience was not pleasant.
- Company Response
Hi there! Thank you so much for reaching out. I am digging into this as I type back to you. Would you be willing to reach out to me as I understand Larry was out to your yard on Saturday. I would like to review the wrinkles with you and anything you need further.