Pioneer Family Pools

Swimming Pools, Spas & Hot Tubs
4265 Fairview Street Burlington ON L7L 5R9
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64%

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Reviews for Pioneer Family Pools

Average customer rating:
6.8 10 (148 reviews)

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Franco from Oakville
Franco from Oakville
1 review Oakville, ON
10/10

Issue fixed effectively

Had my pool opening done by them. Had some minor service issues that were promptly addressed by a senior manager and promptly fixed in a professional manner. Getting pool companies to respond and act quickly during pool opening season is usually not easy but Pioneer did a great job. Will use them again.

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Company Response

HI Franco, I would be happy to review all of these points with the service team. We definitely dont want you to be disappointed! Please reach out so we can connect cwalychuck@pioneerpools.com - Courtney

Private User
Private User
Private User reviews Hamilton, ON
0/10

Warning Do not use them

WARNING: Don’t use them. You will have issues with your pool guaranteed. Anyone writing a positive review has zero clue about how a pool should be installed but are just happy to have a pool and believed all the sales tactics Pioneer gives you. You all need to know Pioneer are not pool installers, they are just a sales company. They hire subcontract companies to put your pool in and pressure them to cut corners in order to increase their profit margins.

I know dozens or people who have had major issues with their pool installs because of the lack of quality and the corner cutting they do. This includes unlevel pools, pool walls not square, pool heating issues and chemical imbalance due to the fact they only install 2 return jets and a skimmer no matter the size of your pool. It does not take a rocket scientist to know that you can’t properly circulate or heat a 30,000 plus gallon pool with 2 jets, 1 skimmer and no main drain. You need at least one jet per 250 sq ft of pool and a main drain for pools with deep ends or you will get thermoclines and pay and ridiculous amount of money trying to heat a pool which is only drawing water from the top 2 inches. Also chemicals are more dense than water and without proper circulation the chemicals will settle near the bottom and reduce the life of your liner as it will essentially eat away at it and discolour it in double the time.
Pioneer will try and tell you they don’t put main drains in because they leak but the truth is because they don’t want to warranty their work and want to sell you a pool for 65k + while doing the bare minimum of work. They even try to say that a single stage pump is it as or more efficient than a variable speed pump because they get a discount to push the single stage pumps. There are numerous pool companies that will give you all the proper equipment and install your pool properly for 10k cheaper or a basic pool.

Pioneer (their subcontractors) do not install pools the proper way and only care about pushing volume over quality.
I am not affiliated with any pool company and won’t make a recommendation but you better do your homework to understand the right way to install a pool. This is a huge investment and one that should last a lifetime. I have no idea how they have stayed in business for so long with this sort of business model and should be embarrassed with the way they treat current and potential customers.

3 of 4 people found this review helpful.
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Company Response

Good afternoon, I really appreciate you writing in. And Please understand, we would never want a customer to feel as you have described. I would like to understand which location you are dealing with and referencing so that I can dig into this further. I work for our corporate locations and some of our franchisee's and all of our installation contractors are well experienced and part of our core team, so I want to make sure I'm addressing your concerns properly. Please contact me - cwalychuck@pioneerpools.com - Courtney

Vince
Vince
5 reviews Oakville, ON
10/10

Pool Renovation

It’s been a while that I wanted to post a review and didn’t come around to doing it, but here goes! We got our 30+ year-old pool renovated with Pioneer in 2019. After being let down at the last minute by Backyard Retreat Pools, we did a second round of quoting and that’s when we met Marcel from Pioneer’s Oakville location. From the very beginning, his approach was friendly and he showed he cared. From there, he was really responsive through emails and phone calls to answer my multiple questions. We ended up choosing them for our reno, and despite some delays due to weather, the process was smooth, the construction guys were friendly and polite, and the construction manager/lead (Dillon I think) was also really nice and professional.

Granted, this was before all the COVID craziness, but we were really happy with the overall experience. Their pricing was competitive and service has been excellent honestly. They won our business for years to come.

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Company Response

Thank you so much for these very kind words - so happy to hear and I will make sure to let Marcel know!

Private User
Private User
0 reviews Ilderton, ON
0/10

Shame on Us

Shame on us! We had a below average experience with them when we build our pool. However, we still decided to go with them for our hot tub because of how close they are to us. Hot tub was supposed to arrive in November, still waiting. Sales person, Ben, just let our questions sit for weeks, if I don't follow up, I don't get answers. Their customer service is very poor and bordering the impolite. Slow responses, poor answers and some unauthorized charges to my card. DO NOT RECOMMEND.

1 of 2 people found this review helpful.
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Heather in Toronto
Heather in Toronto
1 review Toronto, ON
1/10

Definitely NOT the #1 pool company

They have a great sales reps and the initial installation is done well. They have probably the worst customer service ever. We had a liner discolouration which appeared not even after a full season. The customer service rep blamed us stating that it’s because we “shocked our pool” which we actually never did. They said we could have the liner replaced at ‘cost’ but it would be at our cost of over $2000. Why should I have to replace it at my own cost and why would I when they can’t even tell me what actually happened because they clearly have no idea. Getting water samples done at their facility is a way for them to get out of replacing things and make you liable. If you don’t get the samples tested then they it’s your fault because there is no way to know if you’re taking care of your pool because they don’t know what your levels are. On the flip side getting samples done allows them to find an excuse and say it’s because “this” value was out of our recommended range even if it’s just slightly over/under. When I explained the situation to the lab testing reps they even told me our water chemical values are some of the best they have ever seen and that what the service rep said doesn’t make sense and apologized for him.

We also got Pioneer to open and close our pool and that service is a joke. For the close they didn’t lower the water level low enough (below the jets) and they didn’t clean off the cartridges both of which are stated on the website as part of the closing process. When they did the opening in the spring they just folded up the safety cover and bagged it with out cleaning off the algae build up. We have spent an additional 4-5hrs of work to clean up what they were paid to do. Unacceptable. When we spoke over the phone to the customer service they were unable to credit or give any compensation as it was prepaid. They outsource labour to other companies so can’t reassure the quality of work. They offered to come back and clean the cartridges and lower the water level however we had already spent 3hrs cleaning them and it was null and void. I warn you, do not go with Pioneer as they are not the best pool company out there.

Addendum: I visited the store today and spoke with customer service in person regarding the open/close service explaining the situation. He has credited our account $50 plus chemicals for a future open or close and has placed a note on our account to ensure it’s pioneer’s labourers that come out and do the service. He also included cartridge cleaner pucks and gave my 2.5yr old son a pool noodle which was very sweet.

I am still very upset about the pool liner however because it was definitely not our fault that staining occurred and yet their top customer rep was condescending and essentially blamed us for the damage. As far as I’m concerned he should not be in this role.

1 of 1 people found this review helpful.
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Company Response

HI Heather, I believe you have been working with a couple of our service managers and Bryn. Bryn was going to speak to your husband or yourself again with the situation and see how we can assist. Hopefully we can come to a positive resolution! Look forward to speaking with you.
Hi Heather! Touching base again to make sure everything is ok! I know the store you spoke so highly of in the end which we really appreciate! Thanks so much

Robin
Robin
1 review Hamilton, ON
9/10

Awesome pool!

We just recently got our pool up and running from
Pioneer. Our whole family is completely thrilled! From the very beginning we worked with Jeremy snowball who was professional, helpful and very knowledgeable. We knew we could trust him. The different crews that were on site were friendly and professional. The orientation session with Cody was very informative and helpful as well.
The timing was fantastic as the kids are now able to swim for the last couple weeks of summer!
Thank you to Jeremy and the whole team for making our kids dream come true! I would recommend pioneer pools to any family!

1 of 1 people found this review helpful.
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Company Response

Thank you Robin! This is so very kind of you to let us know. We are very grateful for your very kind words and for choosing Pioneer Family Pools to help build your backyard oasis.

Micheal
Micheal
11 reviews Milton, ON
0/10

Terrible Pool Builder - STAY AWAY

Contacted Pioneer in May to build an In-ground pool. My wife and I spent the past 3 months picking options and supplies for our 100k+ dream pool. We just received notice from Pioneer they are unable to deliver the pool due to supply issues with the liner we chose - A WEEK BEFORE THE CONSTRUCTION START DATE. They were also unwilling to find an alternative liner in the colour we wanted or come up with any alternative solution to resolve the issue. I would strongly encourage you to STAY AWAY from Pioneer and work with a more reputable vendor. Both Jeremy Snowball and Cameron Brown were completely useless in the process and again would recommend paying a little more and going with a more reputable builder.

1 of 2 people found this review helpful.
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Company Response

HI Michael, this was a very difficult situation. Due to COVID, we have had many shortages in certain patterns. We did try to find another one, but it was not what you were looking for. You requested a refund for your deposit, which we gave without hesitation. It is not ideal, but we did not have a solution that could satisfy what you were looking for at this time. We have been a reputable builder trusted by thousands of families across Ontario for over 50 years. We apologize that this did not work out, and hope you can find the pool you are looking for with another vendor.

Maral in Ottawa
Maral in Ottawa
1 review Ottawa, ON
2/10

Poor Product

I bought a hot tub from Pioneer, Spring 2020 and since the day of installation it has not been functioning properly. First day of hook up it wan't working, that was a sign. The unit shuts itself off on average every 2 weeks. Thought Pioneer has been great about sending service over to take a look at it, a real reputable company would have replaced this faulty unit as it is under warranty. I regret not going with Jacuzzi, there is no way a jacuzzi would malfunction the way this Hot Springs hot tub has been.

1 of 1 people found this review helpful.
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Company Response

HI Maral - happy to review with you and with our purchasing manager on the unit. Please reach out to me - cwalychuck@pioneerpools.com

Claude in Richmond Hill
Claude in Richmond Hill
1 review Markham, ON
0/10

Poor service received in Markham

I asked for a replacement for the o-ring for my chlorinator, I had the o-ring with me. They gave me a replacement that did not look the same, but assured me it will work.
I tried it, but it leaked.
I went back to them to get a refund and buy a new chlorinator, the manager told me that they will not take the o-ring back because the package was open. I am not sure how he expects me to try it without opening the package. I would expect that since they recommended this o-ring, that at least they would stand behind their recommendations.
I spent thousands of dollars on this store along the years, I guess they will not see me anymore.
The treatment I received from the manager was very bad, felt like he just did not care.

1 of 2 people found this review helpful.
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Company Response

Hi Claude! I spoke to our owner here and he said we can definitely find a solution. Apologies if this wasn't conveyed initially

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Pioneer Family Pools

At Pioneer Family Pools, we are committed to providing family and friends with a better leisure living!

Smartphones and the internet have accelerated the way in which we interact, but that doesn't mean you can't take the time to break away.

At Pioneer Family Pools, it's all about family to us. We understand that relaxing in your soothing hot tub, or enjoying a summer barbecue by the pool with our all-new collections of patio furniture and accessories, are the much-needed moments in your busy life - those moments you truly cherish with family and friends.

Give us a call today.

CATEGORIES
Swimming Pools, Spas & Hot Tubs
PRODUCTS
Pools, Hot Tubs, Patio Furniture, Maintenance Products, Chemicals, Service
SERVICES
Full Service Pool and Hot tub Options. Safety Cover, Liner and Custom Covers.
BRANDS
Hayward, Zodiac, Polaris, Paramount, Atom, Pentair
SPECIALITIES
Pool, Hot tubs and Patio Furniture
WEBSITE
https://www.pioneerfamilypools.ca/
YEAR ESTABLISHED
1965
NUMBER OF EMPLOYEES
250
Company profile information is not moderated by HomeStars. Ask the contractor to verify before hiring.